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 by 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.
