Customer Satisfaction

What our client wanted:

• To obtain, assess and analyze Customer input at the C-Suite and executive level
• Improve on previous years vendor(s) performance
• 20 minute interviews extended where the respondent was motivated to provide additional detail
• 22 quantitative data points and 4 qualitative open-ended questions
• Multiple contacts at specific customers
• Individual report for each interview
• Quarterly PowerPoint reports and Final Year-End Report (44 pages)

What Primary Point was able to accomplish:

• 99% of the interviews were recorded in order to capture the full breadth and depth of narrative detail
• Extensive probing by interviewers
• Dramatically improved client reporting to improve executive audience comprehension and utility
• 110 interviews in year one, 93 in year two, 104 in year three
• 64% average annual participation rate versus prior vendor(s) high of 40%
• Project currently in its fourth year