Rubber and asbestos products

Last year, the research agency BCGroup assessed customer satisfaction with the work of a supplier of rubber and asbestos products.

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 the price offer;
• assessment of satisfaction with the assortment of the wholesale company;
• assessment of the competence of consultant managers;
• assessment of the quality of supplied products;
• determining the overall level of customer satisfaction.

A quantitative technique (survey) was used as a method of collecting information. The company's clients took part in the survey. The contact information database was provided by the company that commissioned the study.

It is worth noting that the average response to satisfaction surveys is about 20-25% of the size of the original database. In this case, due to the large number of one-time buyers, the response rate was slightly more than 3%, which is a rather low figure. However, this survey, in addition to determining the CSI level, helped the company to remind itself.

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