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.