London
Cambridge
Edinburgh
Case Studies - Customer Experience
​​
Customer Care Research conducts annual customer review in all markets for this international material company which has proved very successful.
Combining face to face, telephone and web surveys techniques in English, French, German, Spanish and Chinese provided a complete health-check of the client's customer base whilst at the same time testing new product concepts and markets.
Results
RESULTS:
​
Year on year performance benchmarking along with detailed, actionable customer specific reports has enabled this global company to target its customer relationship activity to maximise current volumes whilst establishing a future product and service pathway.
LESSONS:
​
Having a regular, in this case annual, survey process, conducted by independents, enhances trust and encourages customers to give honest and forthright responses that cement business relationships.