Case Studies

Customer Satisfaction Study - Engineering Consultancy

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Improve your services through customer satisfaction research
“Understanding customer interactions and perceptions with the brand is vital"
Customer satisfaction and service quality are one of the basic opportunities which help to run, to improve business and profit of the company, and especially save the loyalty of its customers.
The Client is India's leading integrated Engineering Consultant providing concept to commissioning services. It stands amongst top two consultants in its core sectors - Power, Infra and resources is a well-diversified firm with equal distribution between domestic and international projects.

They wished to find out what customers think about company’s service quality and if customer satisfaction level is good enough to attract more consumers and save those who have been loyal to the company for years.
 
Market Search India partnered with the client and helped them to establish a robust research plan. The plan that would help the client to evaluate existing service quality at each stage of customer journey 

Our Approach

The study was conducted for 3 BU's. The study was carried out for 3 continuous research cycles. Market search identified the key attributes which can influence the customer satisfaction level. For each of the attribute, with a request to assign priority and rate the nearest competitor. We made use of Gestalt Analysis for better understanding of brand image and customer perception.
Highlights of the study:

1. Performance on Sales process is better as compared to project execution and project management across 3 BU's

2. Overall performance of the company is improved when compared with last 3 CSS cycles. Performance is improved across all 3 processes

3. NPS is improved across all sectors and BUs when compared to last CSS cycle

4. Improvement in company’s brand image, customer relationship and customer experience is observed in comparison to the last cycles

This customized study enabled the client to understand customer needs, expectations, gaps and satisfaction levels and frame an effective customer retention strategy

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