Recent Case Studies
A Premium Plumbing Supply Manufacturer
This customer satisfaction initiative was launched as part of an in-depth evaluation of our client's brand strategy. The target audience is high-end plumbing retail outlets across the country.
Individual telephone interviews were conducted at the start of the project to determine what factors are important to salespeople when recommending premium fixtures to their clientele, as well as their perceptions of our client's brands and customer service.
These preliminary results were translated into a comprehensive online Point-in-Time Relationship survey that quantified the factors of greatest importance when recommending a premium plumbing brand to potential customers/clients, how well our client's brands and their close-in competitors perform on these factors and what opportunities exist to improve the image and adoption of our client's brands.
By determining each brand's strengths, weaknesses, points of differentiation and perceived value within the retail channel, our client was able to design an action plan to both enhance the imagery of their brands and address a fundamental weakness in the fulfillment process.
A National Service Organization
For this client, InsightQuick established a customer service program consisting of Transactional surveys, whereby phone-in customers received follow-up telephone surveys and email/web customers received follow-up online surveys. Matching the survey methodology to the method of contact helps to ensure a consistently high participation rate.
The results highlighted some key barriers to fulfilling the client's customer satisfaction targets, both in terms of responsiveness to phone requests and the ease of using the client's website.
Subsequent changes to both service factors have improved our client's performance on these key contributors to customer satisfaction. Furthermore, ongoing monitoring acts as an "early warning system" to identify potential new barriers to service or fall-back in the recent improvements.
A Large Industrial Manufacturer
For this manufacture of large industrial equipment, their key distributors are invited to complete a customer satisfaction survey every 6 months. The baseline study conducted for this client clearly pinpointed the reasons for their declining sales, due to internal policy changes and a reduction in customer service support staff, although the client's brand maintains extremely high quality ratings.
Action is underway to address these weaknesses and to leverage the brand's quality image through improved connectedness and responsiveness. Even more importantly, the client is tackling a key problem relating to delivery times.
An EBO (Extended Business Office) Provider
For a national provider of revenue cycle management services, Insightlink has conducted a series of customer service Point-in-Time surveys among our client's customer base. Outreach is conducted prior to each study asking customers to participate in a short telephone survey.
As this client's customer base has grown, perceptions of the organization have declined recently. Their clients perceive the company as providing excellent customer and responsiveness, a good sense of organization, flexibility, self-reliance and an openness to change. In contrast, however, the biggest barriers to increased customer satisfaction relate to perceived performance in revenue cycle management and the effectiveness of reporting. Since these issues are of fundamental strategic concern, our client is increasing its investment in new technology to improve both performance and reporting.
|
|
|
Methodologies
We'll help you choose the most appropriate method for your survey.
- Web-based
- Telephone
- IVR
- Mail/Fax
Advantages
|
