- Manufacturer of flooring products.
- To identify the level of customer satisfaction with the client’s products and services.
- To benchmark client’s service performance over time and against competitors.
- To identify strengths and weaknesses of the client and competitors.
How we met the objectives
- 300 telephone interviews with range of customers and non customers.
- Respondent groups included distributors, flooring contractors, designers, architects and property owners.
Benefits for the client
- Identified areas of customer service needing improvement.
- Set benchmark to track future changes in service levels.
- Identified areas of strength versus main competitors.