Typical Project

1. A European manufacturer of special machines with a worldwide customer base (export ratio of more than 80%) commissions the BIG member in his country to design a survey in order to measure customer satisfaction. A pre-test of the questionnaire leads to the finally agreed version of the questionnaire with a set of criteria that appear to have the biggest influence on satisfaction and loyalty.



2. The advantage for the client is that only one contractor is responsible for project management and administration of the survey to be conducted in more than 40 countries. Nevertheless, BIG members in other countries (involved in the project) will contact the local branch office of the client to coordinate communication with customers and to learn special product and industry terminology in the local language.



3. During the field phase (5 weeks) customers will be interviewed in 21 languages as they, in most cases, prefer their mother tongue for discussions on detailed interpersonal issues.



4. Eventually, the main contractor will analyse the results and submit a final report. He will also present and discuss the results at the client´s headquarters, interpret the findings and give recommendations for measures to be taken. On request, the client will receive a viewer, a program allowing him to present and discuss regional results with his local sales staff, distributors or agents.



5. Most clients (> 80%) ask for a repeat survey one or two years later as they wish to see trends and to check if improvements implemented after the first survey have been effective.