Waste Processor Assesses Customer Satisfaction & Reviews Website
There was a requirement to assess customer satisfaction with service performance and to identify areas of potential improvement.
Also a further specific objective to gain feedback on the website navigation and information, in order to shape marketing activity.
We identified key service criteria to measure, then gathered information via telephone interviews and online research. This involved a sample of customers, profiled by business and waste type, across multiple sectors, to ensure that all angles were covered.
Research identified the need for a dedicated, in-house customer service role.
It also pinpointed key changes required to the company's website, in order to improve user experience. This resulted in the addition of useful product documentation, which customers could download themselves, therefore reducing the company's office administration.