The client was unaware of how customers felt about their products and service
A technology solutions firm wanted to strengthen their client engagement programme. Their objective was to be seen as a trusted partner who was committed to their customer’s success.
The client had no clue whether their customers were happy with the overall service –
Were they satisfied with the quality of the technical design / architecture implemented by the team?
Was the team able to solve technically challenging problems?
Were there any new features they would like to have?
Besides, the client’s internal process was void of a metric that could feed into their internal appraisal system.
In-depth probing helped the client address grievances well in time
Our client’s customers were based in India, Europe, Canada and the US.
A minimum of two people in each company were interviewed – one was with the person whom the client team interacted with on a regular basis, and the other was with his reporting manager. The interviewer probed for qualitative feedback, which went beyond the information that the client was keen to have.
We learnt there were a few detractors; the client was able to address their grievances in time and saved them from moving to another provider.
An opportunity to add to the bottom line with the discovery of several unmet needs
We learnt that some customers had recommended the client to other companies, thus reducing customer acquisition costs.
Apart from establishing the most sought after NPS score, the C-Sat programme helped our client discover several unmet needs which they could fulfil, adding to their bottom line.
What our client had to say
“This exercise definitely showed us the possibility and benefits of doing a third-party assessment.”