The question about customer satisfaction is located differently in the end consumer segment than in the B2B segment, as here the diverse interests of a corporation influence the decision-making process for a partner.
Our client is an international IT-corporation, which analyses its customer satisfaction with an online survey on a yearly basis to be able to compete in the market and counteract negative trends instantly.
The highlight of this study is an already high level of customer satisfaction. Our client would like to keep this high level and is eager to additionally improve where it is needed. Especially in the IT market, a missed innovation can quickly lead to a loss of customers.
Therefore sensitivity and flair is needed to interpret the little negative deviations and developments in the right way.