Case Study #9: Customer Satisfaction Tracking - Heat Transfer Fluids
Actual Studies, Real Results – Using Marketing Research to Grow Sales and Profits
Product Category
Industrial Products – Heat Transfer Fluids
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Research Topic
Customer Satisfaction
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Research Need
Client desired to measure awareness and perceptions of their company relative to key competitors.
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Research Process
Conducted online survey among key decision makers for heat transfer fluids used in industrial manufacturing. Subscribers to two targeted trade publications were invited to participate in the online survey conducted by the Industrial Research Center. The Customer Satisfaction Research was quick and inexpensive.
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Results
Client learned they have the highest customer satisfaction in their industry, but also have very low awareness among non-customers, suggesting strong opportunity to grow their business through market communications. Research also prioritized decision factors and identified the strengths and weaknesses of their key competitors.
Client has increased advertising and plans to update the research every two years. |
Links to Related Case Studies
Industrial - Customer Satisfaction (More case studies to be written)
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Industrial - Online Surveys