Moving the Needle on Customer Satisfaction

Case Study

 

Problem:

Year-to-year customer satisfaction results for our client’s key corporate accounts were not improving.

Solution:

A Schmidt Customer Satisfaction Assessment delineated which performance attributes were differentiators, which were requisites and which were secondary factors. Drill down questions on differentiators provided actionable insights regarding problem areas. Schmidt created specialized deliverables (Scorecards) that provided information on the ratings for relationship managers. These Scorecards provided a clear visual about how each relationship manager was doing compared to his peers on key factors. The client was able to use these to determine areas of needed training and coaching.

Result:

Client customer satisfaction increased by 15% the next year, exceeding the corporate goal. In subsequent studies customer satisfaction, has continued to rise each year.


Contact Us

Schmidt Market Research, Inc.
405 McKnight Park Drive
Pittsburgh, PA 15237-6502
Phone: 412.367.1226
Fax: 412.367.9316