Case Study I published 21 December 2023
Customer Satisfaction: Why is our client base decreasing?
The Complication
An internationally operating company for fitting technology and electronic locking systems aims to develop a marketing communication strategy for each business unit with the aim of improving marketing communication and thereby producing higher customer satisfaction, share of wallet, and loyalty. They see this as necessary, as their client base is decreasing, and competition is gaining market share.
The overall goal of this study is to find out what factors determine customer satisfaction & customer loyalty in this market, and what the strengths and weaknesses of our client are, that could lead to either an increase or decrease in customer satisfaction. We will benchmark their satisfaction against that of their competition.
The Solution
We started with some internal interviews with the business units to gain more insights in the focus areas of the business units, what services they provide and what their expectations would be.
Through a number of qualitative interviews, more insight could be gained into variables determining customer satisfaction. We also found out about the customer journey of our client’s customers and it became possible to investigate the aspects that should be included in the following quantitative research.
The quantitative research amongst current customers measured brand performance on a series of high-level metrics such as NPS, SCI and overall satisfaction before looking at more detailed associations with a series of brand attributes.
The last part of the solution was to do a mirror survey among our client’s employees. Employees do not always have a good idea of how their customers assess their services. By conducting the same research among the employees, management knows how their own employees estimate customer satisfaction, needs and wishes.
The Insight
We provided our client with a very detailed map of the general customer journey with steps taken when making a purchase. We highlighted the important customer satisfaction criteria in a priority matrix, which helped our client understand who to target, with what messages, and how to engage with prospective buyers at the early stages of the buying process to influence them and ensure that they will end up being happy customers.
We also showed that the employees thought the services they provided had a much larger impact on customer satisfaction than was actually the case. They were focussing on the wrong criteria.
Read more
21 December 2023
Market size: What is the size of the garden paving market and what are our opportunities?
21 December 2023
Brand tracking: How strong are our local brands compared to our European brands?
21 December 2023
Market entry: How to enter the European market?
20 December 2023
Product / concept development: Helping to bring new garden paving to market
Fresh Insights Await
Our relevant reports
Delve into the newest findings across various market segments, crafted for a cutting-edge overview. Explore our insightful reports, brimming with up-to-date data, trend analyses, and in-depth examinations, all tailored to provide you with a comprehensive understanding of the current market dynamics.
Construction
Home Improvement
Installation
Special reports
Construction
Decision making process Q3 2024
2024 87 pages
Unveil the decision-making processes in the construction industry through the lens of European architects. Discover the factors that influence crucial decisions and the interplay among different stakeholders.
1,850 Euro
Construction
Prefab H1 2024
2024 63 pages
Discover the adoption rate and benefits of prefabrication technology among European contractors in H1 2024. Understand the driving forces behind prefab usage and its impact on project efficiency and cost-saving.
6,300 Euro
Construction
Sustainability 2024
2024 72 pages
Painter Insight Monitor 2024 will focus on understanding the specific needs, preferences, and challenges faced by painters when it comes to sustainable products.
10,815 Euro
Construction
Importance of branding & branding funnels 2024
2024 62 pages
This report offers a comprehensive overview of importance of branding and branding funnels with a specific focus on European handymen. Brand behaviour is covered for each country, showing purchasing power, differences regarding quality, sustainability, online shopping, innovation-habit and private labels,
8,400 Euro
Construction
Future of construction Q2 2024
2024 82 pages
Explore the evolving future in construction sector among European architects in Q2 2024. Delve into the factors driving material preferences and the impact on construction aesthetics and sustainability.
1,850 Euro
Construction
Trends in material usage Q1 2024
2024 102 pages
Explore the evolving trends in material usage among European architects in Q1 2024. Delve into the factors driving material preferences and the impact on construction aesthetics and sustainability.
1,850 Euro
Home Improvement
European Garden Monitor
2023 43 pages
Explore the European Garden Monitor, a comprehensive platform dedicated to garden health monitoring in Europe. Access valuable resources and expert advice today.
12,000 Euro
Home Improvement
Purchase channels Q2 2024
2024 90 pages
The European Home Improvement Monitor offers valuable insights on purchase channels in the European home improvement industry, examining the evolving preferences and behaviors of consumers across traditional retail and emerging online platforms.
3,150 Euro
Home Improvement
Sustainability Q1 2024
2024 81 pages
Delve into sustainability trends in the home improvement sector in Q1 2024. Discover consumer preferences and the shift towards eco-friendly home improvement solutions.
3,150 Euro
Home Improvement
DIY versus DIFM Q4 2021
2024 113 pages
This report is a must-have if you’re in the home improvement industry. It provides a wealth of information on the behaviour of DIY and DIFM consumers, their motivations, and the factors that influence their purchasing decisions.
3,150 Euro
Home Improvement
DIY or DIFM Q4 2023
2024 70
Explore the prevailing trends between DIY and DIFM in Q4 2023. Understand consumer preferences and the factors influencing their choice between DIY and DIFM.
3,150 Euro
Home Improvement
Branding Q3 2023
2023 93 pages
This report offers an extensive overview of the home improvement industry, with a focus on branding and the most popular brands within different categories. Within this report, you will gain insights into how customers perceive home improvement brands and what motivates them to buy certain products.
3,150 Euro
Installation
Prefab Q3 2024
2024 110 pages
Uncover the adoption of prefabricated products in HVAC installations during Q2 2022. Delve into the benefits and challenges associated with prefabrication in HVAC.
2,650 Euro
Installation
Branding Q3 2024
2024 74 pages
Discover the power of branding in the home improvement sector. Explore how strong branding influences consumer preferences and purchase decisions.
3,150 Euro
Installation
Prefab Q3 2024
2024 119 pages
This report offers a comprehensive view of the installers’ involvement and needs regarding prefabricated electrical installations.
3,150 Euro
Installation
Smart & Connected Products Q2 2024
2024 120 pages
This report provides a comprehensive view of the attitudes of installers toward smart building solutions, specifically among electrical installers and their clients. In the report, you will find insights into the installers' experiences with installing smart products and the willingness of end users to invest in such solutions, as well as their motivations and pain points.
3,150 Euro
Installation
Smart and connected products Q2 2024
2024 129
This report provides a comprehensive view of the attitudes of installers toward smart building solutions, specifically among HVAC installers, plumbers and their clients. In the report, you will find insights into the installers' experiences with installing smart products and the willingness of end users to invest in such solutions, as well as their motivations and pain points.
3,150 Euro
Installation
BIM Q1 2024
2024 84 pages
The European Mechanical Installation Monitor report provides a detailed analysis of the plumbing and HVAC industry. This report specifically focuses on BIM adaptation in the industry.
2,650 Euro
Special reports
European Sustainability Report 2024
2024 51 pages
This report provides in-depth insights based on triangulation of key market information and data as well as data from USP Marketing Consultancy’s key monitors that are carried out year in, year out. The focus of this report is on the most important stakeholders within the construction industry, namely architects, contractors, electrical and HVAC installers within The United Kingdom, The Netherlands, Belgium, Germany, Poland, France, Italy, and Spain.
3,950 Euro