Case Study

Customer satisfaction and benchmarking research study for ISS contractor

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In the competitive markets of tank cleaning and Integrated Site Services (ISS) in the UK, a prominent contractor recognised the need to rigorously evaluate their customer satisfaction levels. This contractor, known for its comprehensive approach to service delivery, embarked on a research study to not only explore the satisfaction of their diverse clientele but also to set benchmarks against which their service levels could be measured and improved.

Study Objectives

The primary aim of the research was multifaceted. It was essential to gain an in-depth understanding of the clients’ perspectives on the services provided. This involved interviewing a spectrum of past, present, and potential clients to capture a wide array of experiences and opinions regarding customer satisfaction. Additionally, the study was designed to delve into the decision-making processes of these clients. The contractor sought to identify variations in this process by speaking with multiple contacts within the same companies when feasible. Another critical goal was to benchmark the company’s service levels to spotlight any disparities in the delivery of services.

Research Methodology

To achieve these comprehensive objectives, the contractor conducted extensive telephone interviews with a representative cross-section of their clientele in both the tank cleaning and ISS markets. This approach allowed the contractor to engage directly with the clients, facilitating a nuanced understanding of the customer experience and decision-making journey. Following the interviews, the contractor undertook a thorough quantitative and qualitative analysis. This dual approach enabled a deep dive into the data, uncovering the core issues affecting customer satisfaction and the subtleties of the clients’ decision-making pathways.

Client Advantages

The outcome of the study was significantly beneficial for the contractor. It provided a structured understanding of customer service issues and highlighted specific areas requiring attention. More importantly, the insights garnered from this research were instrumental in shaping the contractor’s future investment and planning strategies. By pinpointing exact needs and expectations, the contractor could tailor their approach to service delivery, ensuring that they not only meet but exceed their clients’ expectations in the future.

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