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Relationship Survey Case Study

Fiber Optic Developer and Manufacturer

CCS’ client is a world leader in materials science. They develop and manufacture fiber optic products using their expertise in glass science, ceramics science, and optical physics.

While the company did have a Transactional Survey methodology in place, they had not conducted a relationship survey across its customer base for several years. Leadership desired a refreshed perspective of how effective their efforts were to overcome customer dissatisfaction with the long production cycles and limited product availability, and to begin creating a more customer centric organization.[/vc_column_text][/vc_column][/vc_row][vc_row full_width=”stretch_row” equal_height=”yes” content_placement=”middle” css=”.vc_custom_1541453861710{background-color: #d8d8d8 !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_column width=”1/2″][vc_column_text]

The Challenge

A refreshed perspective of how effective their efforts were to overcome customer dissatisfaction with the long production cycles and limited product availability, and to begin creating a more customer centric organization.

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Services Provided

• Relationship Survey Design
• VoC Platform Implementation Program Management
• Assessment and recommendation on Transaction Survey
• Interpretation of VoC insights
• VoC Observations, findings and recommendations report

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Case Study: Results

[/vc_column_text][vc_column_text]As a result of these efforts, the company has staffed a full-time VoC practitioner and is in process of creating a VoC advisory board and governance program. They have also pursued multiple internal improvement projects as a result of the collected customer feedback (ex. Website redesign).[/vc_column_text][vc_column_text]

Response rate has increased from 2.8% to 3.36

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Likelihood to recommend increased from 84% to 97%

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