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Retail and trade customer surveys

Client: Nu-Heat
Sector: Retail
Service: Customer, Employee and Supporter Surveys
Added July 29th 2015

Background

Nu-Heat is one of the UK's largest supplier of warm water underfloor heating and integrated renewable solutions, they are committed to delivering fully designed, energy efficient systems to installers, house builders, contractors, architects and self-builders nationwide.

Having designed and delivered over 60,000 underfloor heating systems, they aim to provide systems and customer service that exceeds expectations.

Challenge

The marketing team at Nu-Heat wanted to take a proactive approach regarding their ‘service’ promise and indicated they wanted to commission a 6 monthly tracking survey of both its key trade / developer market and its end users while retaining some flexibility in the topics covered during each survey.

Their research objectives included providing data to measure the quality standards associated with the Nu-Heat brand, provide feedback on the customer experience of the sales/delivery process and also allowed them to address any immediate issues with individual projects. They also wanted to be able to track the trends in customer service from the initial customer enquiry to completion of the project.

Solution

We recommended a telephone survey, using a rating and ranking scale within the core questionnaire to provide both a baseline score and a measure of the relative importance of each service aspect. We also suggested that the target audience was further segmented to allow more detailed analysis. We added a separate section in the questionnaire to accommodate “hot topics“to address specific information requirements during the course of the tracking survey and also suggested that a “technical support request” question should be added to allow follow up by customer services as required

Outcome

As a result of the tracking surveys, the client was able to allocate resources to further improve the speed of response to enquiries and installation queries as well as review its design of installation manuals and the technical information available to support house and self-builders.