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