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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