Customer Satisfaction Case Study

TechSci helped understand customer satisfaction and experience for a global carbon black supplier.

  • client Result

    A global supplier of specialist carbon black as well as the rubber black wanted to strengthen its presence in the Indian carbon black market. As a part of consolidating its footprints in the Indian market, the client was willing to know the satisfaction level of distributors and customers (Direct & Indirect) of carbon black in the Indian market. Thus, client approached TechSci Research to perform the customer survey analysis.

    TechSci Research conducted an extensive face to face interviews, and telephonic surveys of distributors and customers in the Indian market. TechSci team interviewed 50 direct customers, 25 distributors and 66 indirect customers of carbon black in the Indian market to gauge the satisfaction level of company’s offerings at various levels of the value chain.

    The research study enabled the client to judge its offerings on various parameters in comparison to its other counterparts operating in the Indian market on the key parameters such as pricing, product quality, packaging, product delivery, brand image, technical support and customer relationship etc. The research study turned out to be extremely fruitful to the client in planning its pricing, improving quality of the product in terms of properties, problem resolution, research and development etc.

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