D&B services were availed by the organization to understand customer satisfaction. Focused on the commercial tenants, the company desired to learn about customer loyalty, promoting and detracting factors.
The organization operating on a massive scale wanted to learn more about their existing customer expectations and factors that are promoting and detracting their preference. Having an extensive clientele, the survey needed to be undertaken in a systematic and manner to ensure efficient results
Internally, the expertise to craft effective questions and selecting the most appropriate data collection methods, such as online surveys or paper forms, and ensuring they are user-friendly can be complex. The right resource allocation for designing and distribution as well as analyzing the survey, while also managing the costs associated with these activities persists as a challenge.
Externally, respondent engagement is a key challenge, necessitating strategies to encourage participation and mitigate survey fatigue. Communication barriers such as language differences and cultural sensitivity must be addressed to ensure the survey's effectiveness. Furthermore, external factors like market conditions and competitor actions can influence respondent feedback and satisfaction levels.
D&B conducted a comprehensive survey involving approximately 1,000 participants through telephonic and personal interactions. This survey captured valuable feedback regarding the facilities and amenities at the properties. The Net Promoter Score (NPS) based survey, which yielded a positive NPS score of +55, was presented to the management. This presentation provided a detailed 360° view of each property, identifying 19 active key concern areas. The insights gained from this survey have been instrumental in helping understand critical concern areas and make informed, directional decisions to enhance tenant satisfaction and loyalty.
Product
Business Advisory & Consulting
Industry
Real Estate
Function
Customer Satisfaction Survey
Contact us