Case study 04 · Business Analysis & Decision Support
Customer Research & NPS Analysis
Quarterly customer research coordinated end to end — from provider selection and survey design to sharing insights that helped teams address service issues.
Quarterly CATI researchVendor selectionCustomer insightsGDPR-aware coordination
My role: I coordinated the research process and selected the external provider. The provider conducted telephone interviews using my scenario; I managed the inputs, shared the findings and highlighted issues for business teams.
01 / Process
From research setup to business feedback
01. Select providerCompared offers from three external companies in line with internal procurement rules.
02. Prepare researchCreated the interview scenario and supplied the customer contact database.
03. Coordinate CATIExternal provider carried out quarterly telephone interviews.
04. Share insightsDistributed Excel and PowerPoint summaries and discussed critical cases.
Customer contact data and research coordination were handled with GDPR requirements in mind, supported by my GDPR training.
02 / Stakeholders
Getting the findings to the right teams
I distributed the completed reports to Sales, branches, relevant teams and business directors. I also highlighted extreme or recurring cases that warranted prompt attention, helping stakeholders focus on specific customer pain points rather than only overall scores.
03 / Examples of customer feedback
Making service problems visible
Repeated collection delaysCollections rescheduled from one day to the next without a clear explanation, affecting the customer’s onward delivery.
Damaged shipmentsCustomer reports of damaged goods that required operational attention.
Driver-related issuesFeedback about driver interactions and the customer’s service experience.
04 / Business value
Customer feedback linked to improvement
The quarterly process helped business teams see customer-reported problems, discuss critical cases and identify areas where service processes needed attention.