Business to Business
Customer Satisfaction Research for a Manufacturer’s Global Dealer Network
This study is for a manufacturer that serves most of its customers through independent dealers. ORC International was commissioned to create an ‘on-demand’ service by which dealers in Europe could request bespoke customer surveys, enabling the dealers to achieve higher levels of accreditation from the manufacturer.
ORC International designed a process in which
- Dealers apply to join the programme on a password controlled website, which is used to explain the survey and illustrate the benefits
- All interviews are carried out from our central CATI facility, in the language of the country concerned
- Personalised reports are made available electronically to individual dealers
The programme has been running since April 2000 and currently comprises surveys for around 200 dealers across 25 different countries annually, involving more than 5,000 interviews.
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