Client Example: Paperboard

Project Type: Customer Satisfaction

Project aim: To assess levels of satisfaction among customers following a client’s customer services department being centralised.

Methodology: Following undertaking a number of initiatives to improve customer services, a leading manufacturer of paperboard then centralised its customer services department. Research was undertaken to examine the impact of this on levels of satisfaction among its customers. Interviews were undertaken among 75 customers in France, Germany and the UK.

Results: The outcome of the research confirmed that the switch had gone relatively smoothly, although there were a number of areas affected by the move to which the client had to attend.