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Case Study

Customer Satisfaction Study In Paint Industry

Client is a well-known US based global paints and coatings manufacturing firm that wanted to analyze their product’s role in the paint industry in achieving customer satisfaction in the US.

Business Objective

Objectives were to identify the following parameters:

Impact of product feature

Influence of product durability

Impact of product variety

Impact of price

Influence of services offered by company and its distributors

Consumers experience after applying their products at their home

Consumers intention for repeated purchase of the product

Our Approach

  • Research Premise
  • Value Delivered

Research Premise

Domain experts performed CATI and CAWI with more than 500 consumers to collect feedback.

Study consisted of a few questions based on respondent’s satisfaction pertaining to the product's parameters.

Primary data collected from surveys was used to measure:

  • Level of impact of product quality, durability, variety, price and services offered by company and its distributors
  • Overall customer’s satisfaction
  • Experience of consumer pertaining to product and services of the company
  • Inspect repurchase intention of consumer

Geographic Coverage: US

Value Delivered

The data for these parameters and other demographic variables was analyzed through descriptive analysis

Survey data were coded and analyzed in SPSS, and the results were presented in a report covering these subsections:

Measure the consumption experience

Respondent’s awareness about the product

Purchase experience and repurchase intention

Usage of any alternate product

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