A leading engineering firm wanted to gain an in-depth understanding of its competitors’ strategies to enhance customer satisfaction.
The client was facing issues owing to low customer satisfaction levels, outdated service delivery models, and incomprehension of competitors’ business models.
Infiniti Research identified companies that had an excellent service reputation and developed an understanding of their strategies. We also conducted structured interviews with customers to understand critical service delivery requirements.
Based on our insights, the client implemented best-in-class service delivery models and SLAs and also made constructive structural changes at an organizational level to improve service level satisfaction scores.