| Organisation |
INDUSTRIAL CONGLOMERATE |
| Type of Study |
Customer satisfaction benchmark and tracking study |
| The problem or opportunity |
The Board of the company commissioned a customer satisfaction study, in order to drive a customer focused company wide initiative to increase loyalty and market share |
| Approach |
- Workshops within each operating division of the conglomerate to explore likely parameters of customer satisfaction
- Depth face to face interviewing program, in which qualitative and quantitative data was gathered concerning the relative importance of various elements of customer satisfaction, and performance scores for the supplier in question
|
| Result |
- The Board of Directors was able to establish a set of benchmarks for customer satisfaction in the operating divisions
- The operating divisions were provided with sufficient diagnostic information from the research to devise and implement plans to:
- improve customer satisfaction leading to share increases
- make important divestment decisions in some areas
|
