Case Study

Measuring Net Promoter Score and Customer Satisfaction for a Chain of Plumbers Merchants

Share via:

A national chain of plumbers merchants liaised with us to embark on a project to measure customer satisfaction levels and compare the net promoter score (NPS) across its various branches. This initiative was aimed at improving their service quality and understanding customer perceptions across different locations.

Project Objectives: Measuring Satisfaction and NPS Across Branches

The primary goal of the project was to assess the level of satisfaction with the merchant’s services and to gauge the NPS across different branches. This comparative analysis was crucial to identify the performance variations within the chain and to pinpoint areas for improvement in customer service.

Research Methodology: Comprehensive Customer Surveys

To achieve these objectives, the team conducted quarterly telephone interviews with both customers and non-customers of selected branches. These interviews were designed to measure levels of satisfaction, NPS, and identify areas needing improvement. In addition, frequent ad hoc research was carried out in specific branches where senior management suspected performance issues. This approach allowed for a detailed and ongoing assessment of service performance across the chain.

Benefits: Gaining Insights and Identifying Opportunities

The research provided a clear view of each branch’s service performance and facilitated a comparison across the entire chain. Importantly, the team were able to calculate the market share estimate for each branch using the information gathered from the non-customer group. Furthermore, the project included additional research to assess the market opportunity for opening new branches in different locations, this expanded the scope of the study, providing strategic insights for future expansion.

Conclusion: Driving Service Excellence and Strategic Growth

This study highlights the importance of regular and detailed customer satisfaction measurement in the retail sector. The systematic approach adopted in conducting telephone interviews and additional market research provided crucial insights into customer satisfaction and NPS across different branches. These insights not only helped the client address service performance issues but also informed their strategic decisions regarding market expansion and the opening of new branches. The project demonstrates how targeted customer feedback can be an essential tool for enhancing service quality and guiding business growth.

Discover Services

Our research services are designed to support a wide range of strategic objectives, from exploring potential opportunities in new markets, evaluating your current or prospective product/service offerings, enhancing customer experiences, to redefining your brand's positioning.

Discover Downloads

These free resources are meticulously designed to guide you through the intricacies of market research in the construction, building products and environmental & energy sectors, offering strategies and techniques proven to yield results.
By clicking download, you agree to be added to the Leading Edge customer database and agree that Leading Edge may contact you by email. You can opt-out at any time by contacting us.
Download Form

By clicking download, you agree to be added to the Leading Edge customer database and agree that Leading Edge may contact you by email. You can opt-out at any time by contacting us.