Customer Satisfaction

Situation:
A firm manufactures and markets industrial products which are sold directly to the end-user, but mainly through a distributor channel. The firm wanted to monitor the satisfaction levels of its customers since it has no initial contact with over 70% of its customers, and further, the market has become more saturated with competitors over time.

Solution:
Campos Inc recommended that an on-going satisfaction program be initiated. Telephone interviewing is conducted on a monthly basis, with quarterly reporting. The survey is adjusted as needed to encompass product and service developments, new strategic actions, etc. There are “red flag” alert systems in place to notify the firm of any dissatisfaction or customer communication requests. Correlation analysis is performed to identify high impact attributes in order for the firm to prioritize its actions to improve satisfaction. Further, a loyalty analysis is performed to gauge the loyalty of its customer base.
 

Results:
While customers are extremely satisfied with the features and quality of specific products, the firm has learned that customer service is a distinguishing factor among competitive companies. The firm has concentrated improvements in customer service based on the attributes which are revealed to have the most impact on overall satisfaction. The research clearly shows improvement when strategies are implemented and the firm continues to enjoy a high loyalty level among its customer base.


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Phone: 412-471-8484. info@campos.com
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