Business Challenge
A leading industrial tools manufacturer wanted to identify the reasons for growing customer dissatisfaction levels to enhance customer loyalty and improve loyalty sales.
Situation
The client was struggling to protect the trust of its core customers whose dissatisfaction was rapidly growing. It wanted to understand what was causing the change in perception and identify the major reasons for customer dissatisfaction.
Approach
We conducted a perception study with the core customers of the client, through in-depth interviews with 50+ customers followed by analysis and development of insights.
Impact
The client was able to identify the quality and product failure/repair issues, which were causing negative perception about its products, and take strategic measures to retain its customer base.
