Introduction
Aditya Birla Insulators is the country’s largest and the world’s fourth-largest manufacturer of electrical insulators. Aditya Birla Insulators is the preferred partner of a global clientele that includes leading power utilities and also international power equipment manufacturers. Their products are exported to over 58 countries worldwide, with focused markets in Europe, America, Middle East, Africa and China. The client desired to conduct the survey among its key customers to assess current customer satisfaction level and to give recommendation to improve the interfaces.
The main objectives of doing this survey were to determine :
- Customer Satisfaction Level
- Analyze organizational strength and area of improvement
- Assess voice of customers on different attributes and process
- Competitors Benchmarking with ABI
- Future Shift and ABI preparedness
- MIC had conducted an internal diagnostic and a kick-off meeting to understand the organizational processes and interface with customers.
- A questionnaire designed was based on identified attributes and Likert scales. A survey conducted through face to face discussion with stakeholders.
Our Research Analysis divided into numerous valuable modules such as:
- Respondent profile for all attributes
- Image mapping and benchmark with competitors
- Segment Analysis
- Responsiveness and Overall Quality of product
- Attribute, Process and overall satisfaction scores
- Gestalt analysis
Client has implemented our suggestion in his every departments and now it has become a way of there life