Case Study: Customer Satisfaction
Audience and Methodology: An online survey was completed by 784 senior executives of car manufacturers in a mixture of engineering and purchasing positions.
Background and Objectives: 
If we are to improve customer satisfaction, where particularly should we focus? 
A global components, systems and modules manufacturer for cars and trucks, wished to strengthen their position in the global market. The company commissioned Kadence to gain a better understanding of the attitudes and needs of its customer base and to identify what could be improved to better meet their customers’ requirements.
Insights:
- The study captured overall satisfaction with the brand and performance across a number of different business factors, and this was benchmarked against key competitors
- We were able to identify where performance had improved or deteriorated in the past 12 months, pinpointing the reasons why
- Performance changes were compared to that of key competitors
- As a result of the study the client was able to pinpoint the key areas on which they needed to focus to improve customer relations and increase levels of overall satisfaction
Output Examples:
