Business Challenge
A leading global industrial equipment manufacturer wanted to obtain insights into the satisfaction levels of buyers with respect to its liquid ring pumps, compressors, and centrifugal blowers.
Situation
The client wanted to fine-tune its customer service by studying customer satisfaction and perception for its products and services. To achieve this objective, the company wanted to obtain insights on customer habits, usage, and perceived added value in comparison to competitors.
Approach
We conducted in-depth telephone interviews with target respondents and followed them with analyses and recommendations to realign customer strategies. Considering the language variations across South America, analysts with local language skills were deployed for the survey.
Impact
Based on our insights, the client gained an understanding of the current satisfaction levels for critical areas such as product quality, delivery time, customer support, billing, and response time. It was able to devise strategies to ensure improved satisfaction levels.
