Business Challenge:

A global oil and gas company wanted to understand which phase(s) in the product life cycle needs resources to maintain or improve customer satisfaction.

Solution:

We created an online customer survey to measure levels of satisfaction at key phases of the product lifecycle (quotations/proposals, orders, delivery, product experience, service/support).

Results:

Research identified the pre-purchase experience (sales/inside sales, quotation process) as the most impactful on customer satisfaction in all areas surveyed followed by product/service support.

Company plans to:

Improve/shorten the quotation process. Add more support centers in key growth countries and in local languages. Conduct survey every two years to stay engaged and benchmark customer satisfaction.