Business Challenge
A leading pulp and paper machinery manufacturer wanted to understand the customers’ perception of quality and performance factors for the Pulp and Paper Machinery market.
Situation
The client was concerned about the changing market scenario with new competitors, business models, and complex supply chain and wanted to assess the opinion of its customers regarding the quality and performance factors before making changes in its customer strategy.
Approach
We conducted telephone-based surveys with current and potential customers using a questionnaire, which included a combination of quantitative and qualitative questions. The results were validated and analyzed to derive insights into customer opinion.
Impact
Based on the insights received, the client was able to understand the definition of quality from customers’ view, how much they are willing to pay for quality and developed action plans to deliver the desired quality standards to customers.
