BOC is a well-established supplier of specialist gases to all kinds of industry sectors. The company is very customer focused and looks for insight from every single point of contact. With increased competition and tougher economic situation the company’s challenge is to be pro-active and deliver customer service at its best.
In order to do this they need to regularly review customer satisfaction level in respect of BOC products and services. This allows BOC to foresee ways for improvement and shape the strategy of moving forward.
A detailed outbound telemarketing survey that captures detailed customer opinion on key performance indicators such as satisfaction, pro-activity and effort. The questionnaire requests customer opinion starting from call centre to delivery and billing. The survey is also divided according to the geographic location of the customers and varies depending on the customer types. Our experienced analysts review the data and provide BOC with the outcome report that includes accurate market profile delivering the insight to the business.
We create a quarterly presentation that includes the measurements on the BOC key performance indicators. The results are also presented separately depending on the geographical location and customer profiles. Each presentation provides informative and insightful findings into customer satisfaction that helps to shape the way BOC responds to its customers’ needs. The business understands the customer and delivering the added value to them.
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