research / Customer Satisfaction
Customer satisfaction
Would you like to increase your turnover by improving customer satisfaction in the construction, installation and home improvement sector? USP has over three decades of experience conducts customer satisfaction research in these markets to help you succeed. Enhanced customer experience and customer satisfaction is a key factor that helps a brand stand out and grow its market share.
Tailor made
Our research is always customized to fit your needs and helps you answer your business objectives through insights and advice.
Leading industry experts
Leverage our 30+ years of expertise in the construction, installation, and home improvement markets.
Insights and advice
Our mission is to provide insights and advice, not just data.
Clients we helped with customer satisfaction research
When you might need this?
Scenario 1
Retaining Key Accounts in a Highly Competitive Market
A global manufacturer of insulation materials notices an alarming drop in repeat orders from its biggest distributors. Faced with fierce competition and a complex distributor network, they realize they need deeper insights into how satisfied their current customers truly are—and what factors might be driving them into competitors’ arms. By conducting a focused Customer Satisfaction Research, they aim to pinpoint critical areas of improvement and develop targeted strategies to safeguard existing key accounts.
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Which product attributes are most important to our largest distributors, and are we meeting those expectations?
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How do customers rate their overall experience (sales process, after-sales support, delivery) with our company?
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Which gaps in service or support are prompting customers to consider alternative suppliers?
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What is our NPS (Net Promoter Score) in different regions, and how does it compare to industry benchmarks?
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How can we enhance loyalty and share of wallet among our current customer base?
Scenario 2
Improving After-Sales Experience for a New Product Range
A well-known home improvement solutions provider recently launched a new line of eco-friendly roofing systems. Initial sales figures are strong, but customer feedback suggests inconsistency in product performance and technical support. Management wants to conduct an in-depth Customer Satisfaction and Experience study to fine-tune after-sales service and ensure long-term loyalty.
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What are the key drivers of satisfaction and dissatisfaction for our new eco-friendly products?
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Are installation partners and professional installers receiving adequate training and support?
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How effective is our troubleshooting process, and how promptly do we resolve issues?
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How does the customer’s overall brand perception evolve after purchase and installation?
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Which service features could we introduce (or improve) to boost post-purchase satisfaction and loyalty?
Scenario 3
Benchmarking Brand Satisfaction Across Multiple Countries
A European construction materials supplier, looking to expand into Asia and North America, wants to measure how its brand is perceived in existing and new markets. They suspect that brand satisfaction might differ greatly by region, which could affect their global expansion strategy. By conducting a broad Customer Satisfaction and Brand Satisfaction study, they aim to align their marketing and product strategies with local expectations.
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How do perceptions of our brand reputation, trust, and reliability differ across regions?
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What are the regional NPS scores, and how do they compare to local and global competitors?
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Which touchpoints (online platforms, trade shows, in-person sales visits) require improvement in each region?
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How satisfied are local customers with pricing and perceived value, and does this align with global market standards?
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What adjustments to our product or service offering should be made to succeed in new markets?
What our clients say about us
Gordon Murray-Smith
Market Intelligence and Insight Manager at BMI
USP is a trusted supplier of BMI as they understand our business, are professionals, and are pleasant to communicate with.
Rina van Heck
Head of marketing and communication Netherlands at Reynears Aluminium
The project managers of USP understand our needs and helped us optimize what questions to ask to get the best results.
Key benefits of USP for your customer satisfaction research
Custom made insights, tailored to your needs
Every customer satisfaction research and business objective is unique; we understand this at USP. Every customer satisfaction research project is tailor-made to fit your needs.
B2B and B2C
USP has extensive experience in customer satisfaction research, focusing on the professional and consumer markets.
Worldwide coverage
USP can conduct customer satisfaction researches worldwide.
Wide coverage of target groups and segments
USP can cover a wide variety of segments and target groups in the construction, installation,installation and home improvement business value chain.
Qualitative and quantitative market research capabilities
USP can conduct both qualitative (in-depth interviews, group discussions, etc.) and quantitative (CATI, online, etc.) customer satisfaction studies.
Research topics
Every customer satisfaction research project USP conducts is unique. However, there are some elements that are frequently part of our customer satisfaction studies.
Short NPS tracker
Tracking satisfaction regularly (monthly, quarterly, or yearly) among your own customer segments across countries or product segments to find out to what extent your customer base would recommend your company or products to others.
Extensive CX and CSAT research
Tracking satisfaction, loyalty, and share of wallet to improve the customer experience. This is done regularly but focuses on improving the entire company and product/service portfolio, including sales, marketing, logistics, after-sales service, etc.
Focused CSAT research: Product Satisfaction
Focuses on how satisfied customers are with the actual product or service they've received. It involves assessing quality, features, performance, and reliability.
Focused CSAT research: Service Satisfaction
Concentrates on the satisfaction related to customer service experiences, such as responsiveness, helpfulness, and the overall service interaction.
Focused CSAT research: Brand Satisfaction
Evaluates customers' perceptions and feelings toward a brand, including brand reputation, trust, and loyalty.
Focused CSAT research:Experience Satisfaction
Examines overall experiences with a company across various touchpoints, including online interactions, in-store experiences, and post-purchase support.
Focused CSAT research: Price Satisfaction
Assesses customers' perceptions of the value they receive in relation to the price they pay for a product or service.
Focused CSAT research: Post-Purchase Satisfaction
Focuses on satisfaction after the purchase, including aspects like ease of returns, warranties, and ongoing customer support.
Focused CSAT research: Channel Satisfaction
Explores satisfaction with specific sales or communication channels, such as website usability, mobile app experience, or in-person sales interactions.
Focused CSAT research: Employee Interaction Satisfaction
Evaluates satisfaction related to interactions with company employees, including courtesy, knowledge, and helpfulness.
Who benefits?
C-level professionals
Business development professionals
Marketing and market intelligence professionals
Investors and M&A professionals
How much potential is there to increase sales at our current customers?
USP can establish the current satisfaction of your current customers and how to improve it. Furthermore, we can assist you with understanding what the impact of these improvements would be on your wallet.
What needs and requirements of our current customers are still unmet or can be improved upon?
USP can investigate how satisfied your clients are with the offered products and services and what needs are unmet or could be improved upon. Based on this information, new products or service offerings can be developed.
What is the current customer satisfaction and NPS?
USP can assist you in the entire process of conducting customer satisfaction research. We can conduct your research simultaneously in multiple countries, utilizing the same methodology and questionnaire. Furthermore, based on our 30+ years of experience, we can benchmark the results against relevant other stakeholders in the construction, installation, and home improvement business value chain.
How satisfied are the current customers of a company of interest and how does this relate to the competition/general industry?
USP can assist with understanding how satisfied the current customer base of a company is with regards to the products and services offered and how this relates to the competition or industry standard. USP can advise on whether or not a company of interest has a healthy customer satisfaction level and NPS.
Our customer satisfaction experts
Dirk Hoogenboom
Manager Sales & Marketing
Zeynep Kutsal
Team Leader | Consultant
FAQ
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Can USP benchmark the results of a customer satisfaction research with competitors and/or similar industries?
Yes, as a specialized market research agency specializing in the construction, installation, and home improvement market segments, we can benchmark the results of your customer satisfaction research with results from adjacent or relevant industries and, depending on the research set-up, also with direct competitors.
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What type of methodology does USP use when it comes to customer satisfaction studies?
This depends, of course, on your wishes! USP can conduct customer satisfaction studies both via online surveys and research by phone. In many cases, our principles have sufficient online contact details to conduct a survey online, but sometimes the response rate is too low or the database is too small. In these cases, USP can also conduct the interviews by phone.
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Can USP run a customer satisfaction research in multiple countries at the same time?
Yes, one of the added values of working with USP, besides our three decades of experience in the construction, installation, and home improvement segments, is that we can run our research projects in multiple countries simultaneously, utilizing the same methodology and questionnaire (of course in native languages).
Contact us
Send us a message
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PHONE
+31 10 2066900ADDRESS
Max Euwelaan 51
3062 MA Rotterdam