IntelliSAT – Customer Satisfaction

When you think about corporate direction and strategy, aren’t your customers at the core of your planning?

Then prove it to them. Measure and respond to their needs, their goals and their expectations through the use of IntelliSAT, markITelligence’s proprietary customer satisfaction and risk assessment solution.

Let our consultants develop and deploy a custom IntelliSAT program based on the principles of optimus “one of the best” and infinitus “infinite”. Then, leverage the results to achieve continuous, consistent customer satisfaction with your products and services.

An Ongoing Program with Actionable Data

The business environment is dynamic, and ever more so. Markets change. New competitors and products emerge. And, more importantly, customer expectations change.

You must demonstrate to your customers that you are in constant touch with that ever-changing marketplace. And demonstrate your organizational commitment to them.

To be one of the best, your organization must understand not only the satisfaction (performance) that customers demand but also their specific, relative expectations. And this is where markITelligence excels — by using methodologies whose results let you compare your organization with its direct and indirect competitors.

We’ll support your leadership position through actionable data that form a strategic roadmap for multiple constituencies… sales, marketing, product managers, executive officers, service/support, and research/development staff.

Why IntelliSAT?

To be meaningful, your customer satisfaction program must be continuous. Like a snapshot, measuring customer satisfaction only periodically allows recall of results at a specific point in time. But in no way does it allow for proactive planning.

IntelliSAT programs shed light on areas of under- and over-investment. They prioritize areas that require improvement. And they leverage organizational strengths in sales and marketing strategies.

Quadrant Analysis and Gap Analysis are two of our methodologies that provide particular insights into customer measurements. Click on the tabs below to learn more.

In Quadrant Analysis, we use four quadrants to illustrate both performance (satisfaction) and expectation (importance).

In this analysis, essential areas where investment is required are identified and prioritized. For example, without this type of analysis, a Business Manager might be hired to effect immediate improvement in Online Ordering. However, as you can see, in this case customer expectations for Online Ordering are low; the critical need for improvement is in the realm of Maintenance Contracts.


Much like the Quadrant Analysis, Gap Analysis is designed to measure the dichotomy between customer expectations and organizational performance. By juxtaposing importance against satisfaction, markITelligence consultants can immediately identify areas of improvement and, again, prioritize those areas.

Here, it is clear that the gap between customer expectation and customer experience is greatest in the area of Maintenance Contracts. Looking at satisfaction only, Maintenance Contracts is an area rated higher than Implementation, Online Ordering, and Industry Knowledge. Looking at satisfaction relative to customer expectation, Maintenance Contracts stands out as the area in which most improvement is required.