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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
