Relationship Survey Case Study

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.

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.

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

Case Study: Results

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).

Response rate has increased from 2.8% to 3.36

Likelihood to recommend increased from 84% to 97%

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