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 satisfaction. The client was able to develop customer segment-specific action plans to improve satisfaction and increase repeat business.
