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Customer Satisfaction Survey Case Study
Measurement of customer experience in building and engineering for university research institution
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Measurement of customer experience in building and engineering for university research institution
Client description
Building and engineering university research institution
Project Objectives
To capture customer feedback on their overall engagement process and how this compared to their competitors.
How we met the objectives
Completed 50 telephone interviews with respondents who were current or past partners of the University to benchmark service levels.
Collected detailed qualitative feedback to help add colour to the numbers. Respondents included building product manufacturers, trade associations, government bodies and product research consultancies.
Benefits for the client
Established areas for improvement.
Identified potential partners for future research work.
Assisted with an internal restructuring programme.
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