customer satisfaction research Archives - Business Intelligence

Tag: customer satisfaction research

it sector

6 Tips to Effectively Kick-start Customer Journey Mapping

What is customer journey mapping? 

Customer journey mapping is now one of the most favorite tools for businesses to visualize their customer’s experience. Customer journey mapping helps companies view their business from a customer’s point of view. In other terms, customer journey mapping can be defined as an illustration that details all of the touchpoints at the organization that a customer comes into contact with as he/she attempts to achieve a goal and the emotions and experiences that they encounter during that journey. Customer journey mapping is a great way to identify the common customer pain points, ways to improve the customer experience and define what customers, and prospective customers, need in order to complete a purchase.

Tips for customer journey mapping

customer journey mappingIdentify the right customer touchpoints

One of the most fundamental steps in customer journey mapping is to identify the touchpoints through which the customers interact with the organization. It is vital to identify both the minor as well as the major touch points. Let’s take the example of a car showroom, the minor touchpoints here are the customer walking around the lot prior to being greeted by a salesperson or when the car is delivered to the customer after the sale is complete. Major touchpoints here include taking a test drive or sitting down at the salesperson’s desk to negotiate the final deal. An ideal customer journey map must include every touchpoint from the marketing phase to post-sale follow up surveys.

Distinguish onstage and offstage factors

Onstage refers to those factors that are visible to the customer, whereas offstage refers to the activities that go behind the scene. Customer interactions with the salesperson is an action that occurs onstage, however, the billing procedure can be considered as offstage. The offstage actions often have an impact on the onstage experience of the customers. It is vital to distinguish offstage actions from those that are onstage or customer-facing, this will help separate the customer’s actual experience from the operations that support it.

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food and beverage

Customer Intelligence Study on Rental Aspect(s) of Industrial Cleaning Equipment

Business Challenge
A leading waste management service provider wanted to obtain insights on customer satisfaction levels and understand the various strategies that support customer acquisition.
Situation
The client was looking to identify critical strategies to target new customers and retain existing ones through in-depth analysis of key purchase criteria and suggestions on customer acquisition strategies.
Approach
We leveraged our existing database of key stakeholders and deployed our information source mapping team to identify additional contacts, who were interviewed to obtain information specific to the client’s research needs.
Impact
The company was able to improve its customer retention and acquisition strategies by measuring current client satisfaction levels and understanding the key reasons for brand selection/ switching.

Customer Opinion Research in Downhole Drilling Tools Market

Business Challenge
A leading industrial tools manufacturer wanted to identify the reasons of 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.
demand management

Customer Satisfaction Study for a Fuel Handling Equipment Manufacturer

Business Challenge
A fuel handling equipment manufacturer wanted to measure the satisfaction of its customers with regard to its products and services.
Situation
The client wanted to understand if it was meeting the requirements of its customers and how satisfied its customers were to maximize customer loyalty and increase repeat business.
Approach
We conducted a ‘voice of customer’ study with the diverse customer segments of the client to understand and measure their satisfaction on parameters such as quality, availability, pricing, ease of use, service standard and after-sales support.
Impact
We helped the client understand how the changes in its service strategies were affecting customer satisfaction. The client was able to develop customer segment-specific action plans to improve satisfaction and increase repeat business.
Corporate banking

End-user Perception Assessment of Pumps, Compressors, and Blowers in Latin America

Business Challenge
A leading global industrial equipment manufacturer wanted to obtain insights about 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 through 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 it 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.
target market analysis

Customer Assessment for Plasma Cutting Tools and Systems Products

Business Challenge
A leading plasma cutting tools and systems manufacturing firm wanted to obtain insights specific to customer satisfaction levels.
Situation
The client wanted to fine tune its customer service through studying customer satisfaction and perception for its products and services. It wanted to obtain insights specific to customer habits, usage, and perceived added value in comparison to competitors.
Approach
We conducted in-depth telephone interviews with target respondents, followed by an in-depth analysis to obtain insights and develop recommendations on how to realign its customer strategies.
Impact
Based on our insights, the client gained an understanding of the current satisfaction levels around critical areas such as product quality, delivery time, and customer support and devised strategies to ensure improved satisfaction levels.
market intelligence

Customer Satisfaction Assessment for Fetal and Neonatal Care Equipment

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.

Customer Preference Assessment for Blood Glucose Test Strips in India

Business Challenge
A pharmaceutical company was interested in understanding Indian doctors’ preference for various blood glucose test strips.
Situation
The client wanted to identify the existing and potential customers of glucose test strips – doctors who prescribe them to patients – to understand their perceived benefits, satisfaction levels, and attitudes toward various brands, and also to identify their purchase channels.
Approach
We conducted a customer survey covering 50+ medical practitioners using both telephone and online channels to ascertain the critical parameters that influence the preference for and purchase of glucose test strips in India.
Impact
Based on our insights, the client was able to determine the major purchase channels for glucose test strips and identify the attitude of customers toward local/ international brands, and it was also to realign its sales and pricing strategies to cater to changing customer requirements.

Customer Intelligence Study on Eye Care Surgical Equipment

Business Challenge
An ophthalmic surgical instruments manufacturer wanted to increase satisfaction from its products as well as its market among customers who use this technology.
Situation
The client wanted to evaluate its attractiveness as a major eye care surgical equipment provider to existing and potential customers, as well as to understand how to provide better functionality to its consumers.
Approach
We conducted qualitative interviews with surgeons and eye care specialists to understand the primary issues related to the Eye Care Surgical market. Quantitative telephone-based interviews were used to obtain information on emerging trends and potential opportunities in the Global Eye Care market.
Impact
The insights helped the client to understand the adoption patterns of eye care surgical products with surgeons and eye care specialists in different regions. The company was able to develop strategies to warrant additional funding and product development efforts, and appropriate the price ranges to overcome potential sales barriers.
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