Choice Techniques & Customer Satisfaction for Better Margins
A manufacturer of cosmetic products needed to get more from their satisfaction surveys. They faced two challenges. First, with a limited customer base, they had very few surveys to go on. Second, the data they received was not that actionable.
TRC used a number of measures to drive response rate up (including incentives and a more engaging survey format). Because the heavily ratings-based survey the client used generated very little differentiation, TRC employed a mix of choice-based questions and ratings.
Successful Results Implementation
From this we were able to identify a number of opportunities to change the market dynamics and drive better margins.