Case Study: Customer Satisfaction
Audience and Methodology: 2,550 interviews with SME decision makers in 17 Asian countries from Mongolia to the Maldives and Myanmar, and from Thailand to Vietnam and Cambodia. Interviews stratified amongst client and competitor customers.
Background and Objectives: 
How satisfied are our customers compared to the customers of the competition? 
Our client, a world leader in multi-function copiers, wished to benchmark and track customer satisfaction in the SME market around Asia.
Insights:
- Kadence developed an NPS matrix that is now the client standard across their organisation
- Kadence has tracked client performance for the past two years, identified trends and changes in the market and forecasted growth / decline for the client and competitors, thus allowing for and underpinning business planning and strategy at a regional level
Output Examples:
