Paper for office and printing: 12 countries

Last year, the research agency BCGroup conducted a study of the level of satisfaction of corporate clients of an office paper supplier. Clients always participate in such studies with pleasure and are ready to comment not only on the disadvantages, but also on the advantages of their partners.

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

Tasks that were set for the study:

• identifying the overall level of satisfaction;
• assessment of price competitiveness;
• assessment of satisfaction with the assortment;
• assessment of site performance;
• evaluation of the work of managers, their assistants, shipping times and other work parameters.

The method of collecting information was an online survey based on the customer base of the study. Several categories of clients took part in the survey. The analysis was carried out both for all clients as a whole and for groups of clients.

More than 2,000 current and lapsed clients took part in the survey. A “side effect” of such surveys is the partial return of lost customers.

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