A specialized, high-end scientific equipment manufacturer wanted to get a better understanding of their customers’ needs and how they used the equipment. This information was going to be a key input for R&D and new product development.
Griffioen Consulting was hired to carry out a comprehensive customer survey among the firm’s worldwide customer base. The survey needed to include questions related to customer satisfaction as well as market research-oriented questions about future needs and applications.
A comprehensive survey questionnaire was developed and tested in close collaboration with the client. Email invitations to participate in the online survey were sent out to the firm’s global customer base.
The analysis of the survey responses generated significant insight into customers’ needs, what was working and what wasn’t. Requirements for new products were identified as well as the need to make changes to sales & the distributor organization.
As a direct result of the survey, communication with several long-standing clients was revived, which led to the sale of at least one million dollars worth of equipment.Back to Case Studies