A leading German company in the lighting component market recognized the critical importance of customer satisfaction and customer engagement in retaining existing customers and attracting new ones. To tackle this challenge, they partnered with Infogence to conduct a comprehensive customer satisfaction and engagement study.
Infogence utilized its proprietary model to analyze the satisfaction levels and engagement metrics of the client’s customers. The team conducted approximately 200+ customer interactions to gather valuable insights. One significant issue identified was widespread dissatisfaction with the company’s replacement policy.
The client took nearly a month to replace faulty components due to necessary testing to determine the cause—whether it was a manufacturing defect or misuse. In contrast, competitors offered next-day replacements, negatively impacting repeat sales and increasing customer dissatisfaction.
Through careful data analysis, Infogence drew meaningful conclusions and provided actionable recommendations.
As part of implementing these recommendations, the client revamped their component replacement policy. Within a few months of this change, the client experienced a noticeable increase in overall customer satisfaction and engagement levels, ultimately leading to a 40% rise in repeat orders within 8 months of the study’s conclusion.
The client’s efforts, guided by Infogence’s insights and recommendations, significantly strengthened their relationships with existing customers and created a positive impression among potential new clients. Infogence’s customer satisfaction and engagement study was crucial in helping the client retain valuable customers and attract new ones. By continuously improving their products, services, and customer interactions, the client enhanced customer satisfaction and established a solid foundation for long-term success in the competitive lighting electronics market.