Stakeholder satisfaction for Oil & Gas client
Sector- Industrial, B2B
Business Practice- Customer Experience, Stakeholder Satisfaction Research
The client’s corporate culture is characterized by their ability to adapt swiftly to the customers’ needs. Through their well-monitored processes, they supply gas to light and heavy industries, petrochemicals, desalination and power plants. They conduct study to assess customer satisfaction, their expectations, perceptions, performance drivers and provide actionable insights to ensure quality of service.
A holistic research process was adopted – it begun with a review of past research with the client to generate hypothesis. As a next step, stakeholder interviews were conducted with the management and business heads, department heads and some key customers to understand the key expectations. These insights, were used to develop the survey and eventually conduct the research among the key stakeholders – customers and suppliers. This enabled an actionable metrics for all stakeholders.
A hybrid approach was adopted to collect the survey data – a combination of online survey, telephonic survey, even follow up to convince /remind / encourage them to complete the surveys. We have also seen, from our experience working with B2B customer segments, that there are usually more than one stakeholders typically in a customer company, so we reached out to multiple customers to gain a holistic insight.
The research helped build within the client organization a culture centered around customer centricity – seamless engagement across departments, relooking their SLAs and include key customer expectations within them. The study helped each department with granular details as their key performance metrics to help build a bottom-up service matrix. The satisfaction outcomes are monitored closely by the stakeholders and relevant timely actions are taken by the client organization.