Customer research to measure service levels and benchmark performance against competitors

Client description

  • National contractor with multiple operating divisions

Project Objectives

  • To establish perceptions of the organisation from senior executives’ of clients.
  • To measure service levels and highlight any specific strengths and weaknesses.

How we met the objectives

  • Carried out 132 interviews with senior client contacts across the company’s four operational divisions.
  • Collected over 2,000 customer comments.
  • Supported by extensive desk research to benchmark the company’s performance against other contractors and provide a comparison of the company’s net promoter score to other service suppliers.

Benefits for the client

  • Implemented specific improvement plans with customers.
  • Developed marketing strategy and aligned the business to customers’ current and future needs.
  • Repeated research exercise 2 years later to measure progress in key areas.