case study - customer research

The Brief

Rimor commissioned a Customer Research project to gain an improved understanding of customers and greater insight into the elements of service most valued by customers.  They also wanted to prioritise market segments and identify customers whose needs best matched their evolving capability.

Outcome

Rimor identified their positioning and strengths from a customer perspective and confirmed high levels of customer loyalty.  A greater understanding of the service challenges associated with their evolving capability was also gained.  In particular, their increasing technical capability needed to be matched by an improved supply chain, enhanced customer communications and more management training.  Future trends and major competitors, as defined by their customers, were also identified.

Methodology

A series of semi-structured face to face interviews was undertaken, followed by a fax/email based survey.  A database was sourced and qualified to identify potential customers.  During the course of the project findings were shared with managers through a series of workshops.  Metaphor was used to provide graphic customer feedback.

Client Feedback

The project was very helpful in that it enabled us to compare "perceived" customer requirements with "actual" requirements.  This information met both marketing and ISO9000:2000 needs.  I would have no hesitation in recommending Nova Connection to other companies.

Chris Riley - Managing Director

Rimor Limited