Case Studies

Customer Satisfaction and Perception Survey 3

Objectives:

An international manufacturer of heating equipment based in Dorset, wanted to establish what drivers motivated their potential customers to select the supplier they chose and how each one performed against the expectation for those drivers.

Methodology:

Parallel studies of staff alongside the customers were undertaken and a comparison of what staff, as opposed to customers, thought the drivers were. Over 150 external customers were interviewed following the design of a telephone questionnaire.

The whole project was completed within 6 weeks.

Findings:

  • The outcomes were that the manufacturer had a much better understanding of what its customer’s drivers were.
  • The company had a much better idea of the areas in which it needed to improve to match customer requirements.
  • Major competitors were identified.
  • The research proposed an action plan for addressing the key issues.
  • The Client viewed the project as very successful.

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