Measuring customer service levels and benchmarking for a building products manufacturer

Client description

  • Major cement manufacturer

Project objectives

  • To measure customers’ expectations in key service areas
  • To understand perceptions of the company’s performance and brand.
  • To measure service performance against main competitors’ and identify key areas for improvement.

How we met the objectives

  • Met with client across all business functions to discuss key service issues. The 32 most important areas of service were then included into a questionnaire.
  • Spoke to 120 customers and non-customers, either face-to-face or over the telephone. Contacts were segmented to ensure all customer types were interviewed.

Benefits for the client

  • Discovered the main service problem areas and developed action plan to improve performance.
  • Improved customer service knowledge allowed better marketing strategy and planning process