Measuring satisfaction among trade customers

 

Client: Travis Perkins

 

Objectives:

  • To measure satisfaction among trade customers (notably plumbers and heating engineers) with Travis Perkins products and services
  • To identify strengths and areas to address
  • To compare TP performance with that of key competitors

Methodology:

  • Quantitative telephone survey of trade customers conducted by our specialist B2B telephone unit
  • Statistical correlation analysis to determine key drivers of satisfaction
  • A strategic performance matrix mapping satisfaction against impact on overall satisfaction for elements of product and service performance
  • Workshops and presentations to discuss research findings and implications for TP

Findings:

  • Overall satisfaction among trade customers was high
  • Key drivers of satisfaction were pricing, stock availability and expertise of staff

Outcome:

  • The research has informed service development to ensure that the needs of trade customers are better met

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