Business Challenge
A leading medical equipment manufacturer wanted to stay ahead in the fetal and neonatal care business by gaining insights on customer satisfaction for its fetal and neonatal care equipment.
Situation
The client wanted to assess the key demand drivers for the equipment, key concerns of end-users regarding the product, and measure the level of satisfaction among customers from its current product offerings.
Approach
We conducted 40+ interviews with fetal and neonatal care specialists to determine customer perceptions as well as customer satisfaction with respect to the client’s product offerings and quality of service.
Impact
Based on our findings, the client was able to understand the key concerns of customers regarding the usage and low satisfaction for the equipment and improve its product and service quality to drive greater customer satisfaction.
