THE CLIENT
THE BRIEF
Customer Satisfaction Research
An engineering/construction firm needed insight on customer satisfaction so that it could improve success rates in recently added markets.
The Situation
An engineering/construction firm needed insight on how to improve its success rates in recently added markets. It was known for its expertise in one industry – was this holding them back from being considered seriously in new industries?
The Solution
Tenato conducted In-Depth Interviews (IDIs) with existing and prospective clients in new and existing markets. This revealed a lack of understanding about how buying decisions in these new markets were being made. The client was not lacking in expertise, but in how their firm was being perceived general.
The Results
The client realized that changes needed to be made to re-balance the company’s apparent dominance in a single industry. They continue to roll out these changes.