A large producer of components and accessories linked to the heating sector, marketing its products directly to specialist installers, wanted to have a barometer of customer satisfaction, at regular intervals.

Every half-year, a wave of 200 surveys is conducted with the manufacturer's customers.

It covers more than 80 parameters (product quality, sales force follow-up, technical support, after-sales service, etc.) providing accurate information on the customer satisfaction.

The results obtained

The barometer enabled nascent customer dissatisfaction to be detected, subsequent to an ill perceived change to the product range.

It also enabled new requirements to be revealed, from which the manufacturer developed a new range of services enabling them to set themselves apart from their competitors.