Drivers
When STEM Techniek en Marketing does a customersatisfaction research we even go one step further. We want to know the real satisfactiondrivers. Those elements, which are so important for the customer thet they are willing to pay an extra premium. We also want to know what you should improve, not only to satisfy the customer, but also to see your improvement program lead to certain goals: a better price, bigger e-share of volume, lower interface costs, etc.
Experience
STEM has done research for a company supplying commodity products. The respondents were approached in four ways to gain insight in the real satisfactiondrivers. A number of dilemma questions showed clearly how important they thought 'supply reliability' was. 92% of the interviewed buyers thought this was more important than price.
A division of a large chemical multinational contracted an international research to STEM Techniek en Marketing. We made a questionaire on the internet and made the analysis. We were able to link the survey data to the internal data of the customer: turnover, profit contribution etc. This led to surprising insights and presented sufficient material for intensive discussions with sales and the optimization of the product portfolio.