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Business Context
The client organization is in the business of redefining and revolutionizing the way organizations respond and
interact with their customers. To create its own satisfied customers, the company wished to introduce a customer loyalty
program. Given the size and composition of its customer base, it required a very structured and customized program.
As a first step, a satisfaction survey was to be conducted among its customers in India and the Middle East to
understand customer expectations, motivations and desires.
This being the first-of-its-kind study initiated by the client, the latter needed a credible partner with
strong conceptual skills. At this stage, Prayag was roped in to carry out the study and help assess the
satisfaction levels of its existing customers. The scope of the study included -
Assessing customer satisfaction to identify initiatives and measures for improvement
Assessing the brand perception among its key internal customers
Laying the foundation for a testimonial collection program
The survey aimed to include at least 100 of the client’s customers from across India and the Middle East to
ensure a sizable sample.
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Services supplied |
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Customer health tracking |
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"For service centric organizations like ours, it is very crucial to keep checking the satisfaction levels of
customers to benchmark and raise the performance bar. The findings of the survey have provided us with a launch
platform that will aid in converting customer satisfaction to customer wow."
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- Key member of management team,
Client Organization
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Other Case Studies |
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