Business Challenge: A leading global paints and coatings manufacturer wanted to obtain insights specific to the customer satisfaction levels of their key customers.
Situation
The client wanted to fine tune its customer service strategies through studying customer satisfaction and perception for their offerings. With regard to this they wanted to obtain insights specific to the customer habits, usage and perceived added value in comparison to competitors.
Approach
We conducted In-depth telephone interviews with target respondents, followed by analysis and recommendations on how to realign its customer strategies. We also conducted in-depth analysis to classify the results by regions and product categories.
Impact
Based on our insights, the client gained an understanding of current satisfaction levels around critical areas such as product quality, delivery time, customer support, billing & response time, and devised strategies to ensure improved satisfaction levels.
