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Customer satisfaction in after-sales services
Industry
IT and telecom
Geographical coverage
Poland
Client type
IT services
Delivery time
8 weeks
Client's need
Our client, one of the leading internet service providers in Central and Eastern Europe, commissioned PMR to examine their customers’ satisfaction with services provided by the company’s Customer Service department. The specific objectives of this project pertained to customer satisfaction in four key areas:
- The Customer Service department’s efficiency
- Offer
- Service
- Brand image
Our deliverables
PMR conducted both a qualitative and a quantitative study. The qualitative study’s main goal was to define and determine the satisfaction indicators which are important to customers of ISPs. We interviewed not only customers, but also the client’s employees of various levels.
Value for the client
The research approach we applied allowed of to define the crucial factors affecting customer satisfaction, and in the following stages of the study – enabled us to analyse in great detail the levels of satisfaction with services provided by the Customer Service department. The findings helped our client to get a better understanding of their customers’ needs in terms of after-sales service, as well as to assess the brand’s position on the market and compare it to competing companies.
