Customer service measurement for flooring manufacturer

Client description

  • Manufacturer of flooring products.

Project objectives

  • To identify the level of customer satisfaction with the client’s products and services.
  • To benchmark client’s service performance over time and against  competitors.
  • To identify strengths and weaknesses of the  client and competitors.

How we met the objectives

  • 300 telephone interviews with range of customers and non customers.
  • Respondent groups included distributors, flooring contractors, designers, architects and property owners.

Benefits for the client

  • Identified areas of customer service needing improvement.
  • Set benchmark to track future changes in service levels.
  • Identified areas of strength versus main competitors.