Construction and finishing materials

Last year, the research agency BCGroup assessed the satisfaction of wholesale customers with the work of a supplier of construction and finishing materials.

The purpose of the study was to assess the level of customer satisfaction using the CSI method.

Tasks that were set for the study:

• evaluation of customer satisfaction with price levels;
• evaluation of customer satisfaction with the assortment offer;
• assessment of the competence of consultant managers;
• assessment of the percentage of defects, assessment of product quality;
• assessment of satisfaction with delivery times;
• determining the level of customer loyalty.

Online and telephone surveys were used as a method of collecting information. Customers of the supplier company took part in the survey. The database was provided by the customer company in the amount of 5,000 contacts.

For privacy reasons, we cannot provide specific brands and numbers.