Message Factors developed Value Analysis in 1986 in order to go beyond the measurement of customer satisfaction and define what customers value. Since then, 400 clients from a variety of industries have commissioned Value Analysis studies. From this research, we've found that in order to gain your customers' loyalty and further your company's growth, you must go beyond the basic expectations of your customers. You must provide them with something they truly value.

Customer satisfaction is not enough to lead to customer loyalty. Only one-third of the customers of an average company believe they are getting enough value to keep them loyal.

The only tool available that shows you precisely how to offer more value to your customers is Value Analysis. While most market research provides answers to questions, Value Analysis shows you what the numerical results actually mean.

The foundation of a Value Analysis study is that there are four things customers want to tell every business:

• I expect you to have mastered the basics of whatever you are in business to do.

• I expect you to go beyond the basics and provide me with something I value.

• Some things you do irritate me, but these things aren't important enough to drive me away.

• Some things you do are unimportant to me.

To determine these four customer standards, Value Analysis uses a proprietary five-step process. We start with aggregate analysis, the stage where most market research begins and ends. Your customers are first asked a series of questions about your business. Then we compare your scores with those of your competitors. The third step of Value Analysis is evaluative analysis, which separates each survey issue into one of four categories: Basic Expectations, Value Issues, Irritations, and Unimportant Issues. The scores show your company's areas of weakness and strength. Next, we use this information to find the areas you should concentrate on improving in order to grow and retain customers.

As a part of this process, the information gained is entered into a customized software program. The result is the Value Analysis Map, which shows what areas are Basic, Valuable, Irritating, and Unimportant to your customers. And it also shows how you compare to your competition in those categories. This key information is clearly stated and summarized on a few sheets of paper.
For over a decade, Message Factors has provided Value Analysis studies for clients in industries as diverse as these:

• Associations

• Business-to-business products and services

• Consumer products and services

• Distribution

• Finance

• Food Service

• Health Care

• Health Insurance

• Public Service

• Real Estate

• Recreation

• Retail

• Utilities

Through Value Analysis, we can provide information that's essential to customer loyalty, and crucial to the growth of every company. For more information on how we can help you offer value to your customers, call Message Factors at 800-300-2516 or use our Information Request Form on this website.

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