CUSTOMER CASE HISTORY

Stakeholder Satisfaction and Feedback

Stakeholder Satisfaction and Feedback

ISSUE:
A national consolidation and trunking company offered a range of distribution and delivery services by utilising an extensive network of independent transport or “Member” companies. As the business continued to grow, they wanted to ensure they were aware of strengths, weaknesses and opportunities and to optimise mutual business gains.

PROCESS:
We were asked to gain feedback from their community of hauliers segmented by region, fleet size and duration of relationship with our client. We were asked to look specifically at ordering, deliveries, payments and relationships. We conducted depth-interviews with a sample of members to establish what they thought were the key strengths and weaknesses in working with our client. Using that information, we designed a satisfaction tracking study.

Participants were then asked to measure how well our client performed in two waves, six months apart. Where there were above or below average ratings, we telephoned respondents to ask them to elaborate.

OUTCOME:
As well as performing a general health check for our client, we were able to uncover a number of “fracture lines” in the relationship with some key members which unless addressed could jeopardise not only future growth but existing business. This enabled them take informed decisions and put in place targeted corrective action.

Our research has since become an annual programme for our client to build feedback into its future strategy plans.

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