- Manufacturer of flooring accessories with 7 key product groups.
- To measure Net Promoter Score and customer service ratings across all product groups.
- To compare and track NPS and ratings across different product groups and customer types to identify strengths and weaknesses.
How we met the objectives
- Telephone interview programme covering all key product categories.
- Ensured a reasonable sized sample in each customer group to be able to measure future changes in ratings.
Benefits for the client
- Identified strengths and weaknesses across its UK businesses which led to an action plan for improvement.
- Used as a key input to overall marketing and branding strategy