Project Title:
Measuring customer satisfaction of Worcester Bosch
boilers amongst householders and installers
Client:
Worcester Heat Systems (part of the Bosch Group)
Business Requirements
- To design and provide a fully outsourced service for researching
the customer satisfaction of householders and installers on an ongoing
basis
- To manage the complete process from creating the sample population
to be surveyed and mailing the questionnaire, to processing the
response, analysing results and administering response incentives
- To design a bespoke Microsoft Access database for storing responses,
which provides the analysis for regular specified reports, in addition
to being queried on an ad hoc basis
- To present the analysis in a way that enables the client to explore
the services they provide and identify important trends and areas
for improvement
Project Outline
- To process a representative sample of boiler guarantee cards each
month, containing both householder and installer information and
ensuring that no respondent receives a questionnaire more frequently
than once a year
- To send out customer satisfaction questionnaires to householders
that have had their boiler installed for at least three months,
and also to their respective installer
- To interpret and input all results from returned surveys and to
calculate trends for both monthly and quarterly reports
Project Outcome
- The project is now in its 2nd year and the database of information
it has created is providing invaluable comparisons and trends in
customer expectations and satisfaction
- Householders are not surveyed until they have gained experience
of using their boiler for at least three months, so that they can
comment not only on the boiler but also on any subsequent after
sales service
- Conducting the research not only provides input to new product
development, customer services and marketing strategy; it shows
both customers and installers that Worcester Bosch are committed
to listening to feedback and measuring the performance of their
products and services in the market place
"Carousel has provided us with a smooth running,
complete package for measuring customer satisfaction. It enables us
to concentrate on the results of their findings, rather than be preoccupied
with the mechanics of the research. They work closely with us to produce
and update the survey, outlining the main findings in a clear and
concise report format."
Sue Pennington, Marketing Manager, Worcester
Heat Systems
