Barometer – Measuring customer satisfaction

This project was conducted on behalf of a leading manufacturer of kitchens and bathrooms.
It consisted of measuring the satisfaction of purchasers of their three brands after the product was installed.
This monthly barometer has been conducted by Efficience 3 for several years mainly in France, but also in the UK and Belgium. Each year, about 16,000 customers are interviewed by telephone and 8,000 on-line.
Before the beginning of each month the group sends us the relevant customer files and on the 10th of the following month we return the results. The analyses can be performed at group, brand or outlet level.
The research is used to measure customer satisfaction regarding the quality of the manufactured products and the business relationship, from design to installation.
It is also used by brands as part of outlet management (franchises or branches).
This tool has become indispensable in the life of the group.