Case Studies

Customer Satisfaction Survey Design Consultancy

The client, a top ten logistics and freight forwarding organisation, was looking for a methodology for establishing a customer satisfaction programme across its global organisation. They favoured an on-line approach that could be administered and tailored in-house, both at head office and regional levels. Andrew Lester & Associates ran an introductory workshop into customer satisfaction survey design for the client’s regional marketing personnel, which resulted in a first draft core questionnaire for piloting. The client had selected SAP’s CRM Web survey module as the preferred programming software and therefore Andrew Lester & Associates provided continuous guidance regarding usability, flow and data formatting during the pilot development phase.