Case Studies

Customer Experience Study (Chemical)

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HAVE YOU EVER TRIED TO DRAW THE BEST BUSINESS STRATEGY FOR YOUR COMPANY?
We’ve learned that companies who measure customer satisfaction are more likely to consider themselves successful than those who don’t.
Our client is one of the largest manufacturer of spun-dyed specialty fiber. They are one of the major supplier of fiber to textile industry.
The client wanted to understand the key drivers that are used by their customers for purchase of chemicals and their satisfaction with the client on these attributes. Performance of the client on various aspects related to pricing, quality, order placing, supply, payment and after sales support was evaluated.

The segmentation of their customers like ambassadors vs. detractors and areas of immediate attention were found out.

Market Search India helped the client to conduct feedback study among purchase managers and quality/works manager working in the customer’s manufacturing units. The study was conducted across all type of customers and across all zones to cover uniform distribution of end user industries.
OUTCOME: 
It was found that the product quality was the strength of the client but they had to improve on its service level, and pricing and commercial terms to meet customer’s expectations.
The study recommended the client to follow speedy and timely communication for their orders and timely delivery of the products.Introduce an effective compliant handling mechanism and frequent visits of technical and sales personnel to customer’s place was suggested.
As said by Jerry Gregoire that “Customer experience is the next competitive battleground” but no company can run away from it, so be patient and face it with a strategic and corrective move to win customer’s happiness.
 

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