Customer satisfaction study

Business Challenge:

A global oil and gas company wanted to understand which phase(s) in the product life cycle needs resources to maintain or improve customer satisfaction.


We created an online customer survey to measure levels of satisfaction at key phases of the product lifecycle (quotations/proposals, orders, delivery, product experience, service/support).


Research identified the pre-purchase experience (sales/inside sales, quotation process) as the most impactful on customer satisfaction in all areas surveyed followed by product/service support.

Company plans to:

Improve/shorten the quotation process. Add more support centers in key growth countries and in local languages. Conduct survey every two years to stay engaged and benchmark customer satisfaction.