Case Studies

Employee Engagement Study - Real Estate

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Great customer service is key to any successful business
The client is one of the leading real estate developers in Mumbai. In their 40 years of journey they successfully completed 100+ landmark projects and developed 7 million square feet area. The challenges surfaced when the client observed a spike in customer complaint rate. To overcome this challenge, they decided to onboard a third-party consultant to evaluate the current situation and suggest a corrective action plan to fix this issue. 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 the different phases of the customer journey starting from booking stage to pre-possession stage to post possession stage and identify the need gaps.
Market Search India with its “Customer Satisfaction Model” helped the client to understand customer needs, expectations, purchase triggers, gaps, recommendation and satisfaction levels.

Outcome:
The location of the property and the client's reputation were the prime factors for selecting property in the client's project. Satisfaction level is higher among the booking stage customer with an Index score of 70, but it dropped down to 40 when the customer reaches the post-possession stage. Irregularity in sharing project updates, delay in project completion or incomplete work were the major triggers for the dissatisfaction.

This customized study enabled the client to identify the need gaps in each stage of the customer journey and able to frame an effective customer service strategy.
Other than Real estate, we have successfully executed the satisfaction studies for multiple clients spread across the industry verticals like Automobiles, Chemical, Agrochemical, Engineering, Oil & Gas, Retail, Education, etc.
 

 

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