This, project was done in cooperation with the company Haver & Boecker wire weaving division & factory and measured the customer satisfaction in the B-2-B area. The following aspects have been the goals of this project:
- Identification of the relevant purchase deciding factors from the customers’ point of view, to find out, which services they are expecting from a qualified supplier of special machinery.
- Development of a tool for measuring the company’s performance from the customers’ point of view.
- Comparative measurement of customer satisfaction, comparing the company with its competitors concerning the purchase factors’ achievement level.
Potential and existing customers of the company have been interviewed about their satisfaction and retention with their particular suppliers in several countries.
The collected data was analysed according to scientific aspects and used to derive recommendations of how to align the company’s activities to the customers’ needs more closely.