CASE STUDY
Understand Customers Satisfaction and Identify Business Opportunities through a Voice of Customer Study
The client, one of the world’s largest clothing manufacturers, wanted to understand the level of satisfaction of its current customers and identify opportunities to expand its business with current customers.
Solutions
- Understood the current satisfaction level of client’s services compared with general satisfaction level of all suppliers of the 5 main customers; services include quality, R&D capabilities, pricing and responsiveness/flexibility
- Provided each customer’s detailed company profile including partnership with suppliers, general perception towards our client, current unmet needs and improvement areas for our client
- Summarized new market opportunities for our client to each of the existing and potential customers
Methodology
- Conducted 19 face-to-face interviews in Shanghai, Beijing, Guangzhou and Fujian, with 5 of the client’s existing customers and 2 potential customers
Our Process
Customer Multidimensional Satisfaction
Product Improvement
Face-to-face Interviews
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