In 2020 we continued the collaboration with Knauf Insulation Romania, one of the main suppliers of construction materials in Europe, with the mission to conduct a new Customer Satisfaction Survey, but with Direct and Indirect Customers, from B2B segment.
The method used to collect information, in a structured manner, regarding all aspects of the collaboration was to interview customers by phone. The discussion was based on questionnaires specially adapted for the two categories of respondents.
We highlight 5 immediate benefit that results from receiving the feedback of business partners:
- Better management – Identify sources of dissatisfaction in advance.
- Added value towards the brand – Customers become more understanding when they perceive that there exist goodwill and concern for a favorable solution.
- Bigger and more “comfortable” sales (loyal customers pay more for the same products)
- Source of ideas for product and service development.
- A Customer Satisfaction Survey closes the feedback loop specific to any AQ system