Work · Customer Satisfaction in Industry
Heavy-Duty Feedback
One of the world’s largest manufacturers of construction and materials processing equipment could not extract actionable insights from its customer satisfaction program.
The engagement
The situation
The company routinely gathers feedback from customers and dealers across the globe. Its program, which included Net Promoter Score measures, was not delivering the granular insights the business truly needed.
What we did
With complete access to the historical tracking data, we analyzed thousands of open-ended comments to determine whether the questions being asked were focused and could be tied to a specific business action or process.
The result
We identified more precisely worded attributes and new dimensions that had been overlooked. After several waves, the company reported significant insights by region and product line, and specific steps to improve the pre- and post-sales experience.
Chances are, there are improvements lurking in your data.
When attributes are crafted properly, are relatively narrow in scope, and are tied to a specific business process or action, their utility increases dramatically.