An engineering firm that develops and markets CAE software to a global audience needed to learn more about their customer’s experience with their products and their needs for new features and functionality.
Approach
Griffioen Consulting was hired to conduct a comprehensive, in-depth customer survey to find out about customer satisfaction, positioning relative to the competition, and needs for new features.
Solution
A large customer survey was developed in collaboration with the client covering both customer satisfaction and market research questions about multiple CAE software product lines.
The detailed survey took advantage of advanced survey features such as branching and data extraction to create a survey that automatically adjusted to each respondent based on their individual answers. This technique was chosen to keep participants engaged by asking meaningful questions and reduce questions that were not applicable to a minimum.
The link to access the survey was distributed through email to the engineering firm’s software customers all over the world.
Results
The survey showed a good response rate and provided very valuable insight into what customers thought of the software, the applications, and which new features were on their wishlist.
The results from the survey were key to the engineering firm improving customer service and tech support, customer training, and defining the development roadmap for each of the software products.
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