Case Study 2: Customer Satisfaction
Customer Satisfaction surveys provide greater understanding of customers and changes to improve customer service.
Client: Enwave Energy Corporation
Enwave Energy Corporation provides outsourced district heating and cooling services in North America to government, institutional buildings, sports, convention, and entertainment facilities, as well as hotel, residential and commercial complexes.
Perception Insight has conducted numerous employee and customer satisfaction performance benchmarking surveys for Enwave since 2000.
In a recent customer satisfaction survey, Perception Insight was asked to benchmark, measure and determine company performance based on customer expectations including re-purchase decisions, staffing, operations, market competitiveness, accounting and the ability to provide value for money.
The survey of 142 clients from 62 companies was conducted online and via telephone with a 76% response rate.
This research gave Enwave a better understanding of their customers’ perceptions and needs and enabled Enwave to make some key changes within their organization to enhance customer service. They specifically hired additional staff in the customer service area, and began to develop a long-range business plan.
The company won the Distribution System of the Year Award for its leadership in conducting the research. The information was also shared with prospective bidders for the valuation of the business, prior to its sale in October 2012.
Jamie DeWolf has worked with us for over 10 years to help us benchmark our performance with our key customers. Her work is excellent and of the highest quality. Jamie is an outstanding professional who is trusted by our team to bring accurate insights that will ensure both actionable results and operational improvements enhancing our business time and time again.
– Dennis Fotinos, President of Enwave Energy Corporation