Full speed to satisfaction
Customer satisfaction analyses by a worldwide leading company in the sector of gas metering and gas measurement
The customer
A world-wide leading company in the business fields of gas metering and gas measurement with almost 900 employees with about 225 million euro in sales. The company develops, produces and sells high-quality components, intelligent system solutions and diverse services for the efficient use of gas.
The project: Customer satisfaction
In order to make sales and a large portion of in-house services even more efficient, it was important to systematically get information about customer satisfaction with product, process and service fields. The task was to develop a slim, but meaningful instrument for the long-term tracking of customer satisfaction.
The task
Customer satisfaction is a prerequisite for customer loyalty and is thus an important tool for increasing corporate success. The customer satisfaction analysis serves as a systematic observation of customer satisfaction and as a basis for long-lasting quality management and the necessary policy recommendations for successful customer retention. The goal was the identification and classification of basic, service and enthusiasm requirements in terms of service provision.
2 hm & Associates was asked to consider the following corners in the conception at the beginning of the systematic investigation about customer satisfaction:
Further increase in customer satisfaction to
- increase purchase frequency
- increase purchase volume
- increase cross selling
- reduce price elasticity
- have better amortization of acquisition costs
- decrease in transaction costs
The realization
Internal workshops and the execution of computer supported telephone interviews in four languages and 7 countries formed the basis of the consulting project.
Building on the information obtained, the generation of customer satisfaction indicators based on the survey, like the customer satisfaction index (CSI) and customer loyalty index (CLI) as metering and measuring instruments for the illustration of the development of customer satisfaction comparing time.
In order to recognize if the captured measures touch on the individual sectors of partial satisfaction, a “one-pager” was created on a country and customer level for all partial satisfactions. Through the illustration of standard deviations, it can be recognized whether or not the respective satisfaction values have come into existence with a strong dispersion (meaning coincidental) or without dispersion (on the basis of clean processes).
Concrete policy recommendations for the optimization of business sectors were demonstrated for the management in line with a result presentation workshop.
The result
The results of the customer satisfaction analysis expanded by concrete policy recommendations on the basis of a performance/importance portfolio and support the client for an even better alignment of the individual performance and service areas to customer claims and needs. The “one-pager” also allows for the implementation of concrete measures for individual countries in individual sectors of service provision and to align them to the best-practice of other internal positions.
The analysis results serve for the determination of the optimal target value of customer satisfaction ("not get every customer at any price", "not be the best in the industry in all service dimensions imaginable") and define the basic and enthusiasm services.
Due to the good experience, 2 km currently serves multiple subsidiaries and repeats the customer satisfaction studies in regular time intervals.