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Customer Perception Measurement in the Construction Industry |
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The market's perception of a company has an impact on its performance and shareholder value. It will also impact on what people are prepared to pay for its products and services. These perceptions are based on how the company performs and its communication with the market.
Measuring customer perceptions will give an indication of what people like about your company, what they do not like and, of equal importance, their areas of ignorance. Based on this a communications plan can be developed, and possible changes made to the business strategy.
Benefits - Enables fact-based decision making about your business
- Measure effectiveness of advertising and PR programmes
- Develop a focused and effective communications programme
- Understand what customer like about your company and why
- Identify opportunities for improvement
- Prioritise changes based on customer feedback
- Strengthen your customer relationships
- Benchmark against your competitors
How the process works
Competitive Advantage work with you to define company values, performance and communication issues. Some customer satisfaction issues can also be included. Taking the factors that you believe to be important, we draw on our past experience and recommend a questionnaire structure. Having got your approval we will then test this with a few respondents to ensure it is working as intended.
We have found telephone interviews to be the most cost effective and reliable method of research. If there are some complex issues, or important customers, we can include face-to-face interviews in the research process.
Based on your channels to market and customer mix we will recommend a sample of representative size and mix. We will ask you to provide us with your customer lists and if appropriate provide lists of non-customers.
Reporting is factual, but includes a series of commercial recommendations based on extensive practical construction industry sales and marketing experience.
Click on link below:
Case study 10: Customer & supplier perception study
Competitive Advantage Consultancy Limited Email: info@cadvantage.co.uk
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