A detailed satisfaction analysis is more complex than just a simple answer to the question “Are you very satisfied, fairly satisfied, etc.?”

That's why Incidence has developed a categorised satisfaction model to analyse customer experience.

Our model can be illustrated with following diagram :

Customer satisfaction

The overall satisfaction score is calculated from the NPS (Net Promoter Score) and your customers’ overall satisfaction score.

Customer satisfaction is broken down into several categories corresponding to different areas of the customer experience. These categories are specific to each satisfaction survey as they focus on specific customer issues. Incidence can help you define these categories as it is essential for them to be:

  • Relevant to the customer, meaning that they correspond to a clearly identifiable stage of the customer’s experience
  • Actionable, meaning that the results can be used by you and are based on elements you can change

Each category is divided into sub-categories to help you identify the levers for improving customer satisfaction in each category.

Why choose Incidence for your satisfaction surveys?

Statistical analysis of customer satisfaction using our model allows you to:


Assess the overall satisfaction of your customers, the Net Promoter Score (NPS)


Identify promoters and detractors, satisfied and dissatisfied customers.


Compare their satisfaction level according to their profiles, their history...


Highlight categories causing satisfaction and dissatisfaction and allow you to identify priority areas to improve the satisfaction of your customers.

All market research surveys carried out by Incidence are tailor-made for our clients. We will be happy to discuss your market research project with you.

Incidence is the ideal partner for setting up your satisfaction surveys.

Do not hesitate to contact us if you need more information.