Client: A Global Industrial Equipment Supplier

Challenge:

Despite strong product performance, the client was facing deteriorating customer satisfaction scores, long service wait times, declining repeat orders, and rising churn among key accounts. Leadership lacked visibility into the real reasons for dissatisfaction.

How Research Outlook Helped:

Research Outlook designed a Customer Experience Measurement Program across 7 customer touchpoints, including sales, onboarding, servicing, maintenance, after-sales, and digital interactions.

The engagement included:

• Voice of Customer (VoC) surveys across 14 countries
• NPS benchmarking vs industry peers
• Customer churn modeling
• Mystery audits of service quality
• Mapping of 22 CX failure points
• Designing a CX-driven process optimization roadmap

Actionable insights revealed that service response time, spare part availability, and technician training were the biggest CX failure drivers, not product quality. Research Outlook helped restructure the client’s service model, redesign SLAs, and build a real-time experience tracking dashboard.

Business Impact:

• NPS improved from +14 to +42 in one year
• Customer churn reduced by 31%
• Spare-parts delivery time improved by 45%
• The client renewed USD 18 million worth of AMC contracts