WIMM-BILL-DANN
is a leader on the market of dairy foods and baby food In Russia and one of the leader players on the market of nonalcoholic beverages in Russia and CIS.

Problem

During last 10 years our Company carried out several projects for WIMM-BILL-DANN on satisfaction measurement of customers – retail chains and distributers in various regions of the country. In the course of these studies evaluation of needs and expectations of raw milk suppliers for WIMM-BILL-DANN is arisen.

Solution

• The instrument of regular evaluation of raw milk Suppliers’ satisfaction and loyalty was designed and implemented.
• System of complex evaluation of raw milk Suppliers’ needs and expectations was designed.

Result

WIMM-BILL-DANN have got the possibility to react operationally on challenges of raw milk Suppliers’ high competitive market with maximum benefit both for itself and for raw milk manufactures.

GARANT
is one оf leading companies in the sphere of information – legal services, presenting computer legal system and complex of information-legal support.

Problem

Federal network of companies-partners provided servicing of final clients-users of GARANT System. The level of granted services was different and was not subject to effective control virtually. Garant liked to standardize the level of provided on its behalf services independently on region and Company-partner’ specific characters.

Solution

• System of regular standardized evaluation of servicing standards fulfillment level by the Companies-partners is designed. System design was executed with connection of Garant quality standard and motivation system of Companies-partners.
• For effective operation of evaluation system functions of CALL-center were widening, trainings and instruction were carried out.

Result

Garant have got unique system of factors evaluating servicing standards executing which took into consideration large size and wide geography of partner network.

RAIMBEK GROUP
is the leader in manufacturing and distributing beverages and foods in Kazakhstan.

Problem

Against the background of market drop Company was searching new approaches in work with trade networks and distributers for market requirements stimulation. Simultaneously rebranding of some foods was occurred. Under financial and logistics reasons realization of customer satisfaction and loyalty increasing program in full volume was difficult.

Solution

System of evaluation of customer satisfaction and loyalty was designed and started. The system allowed to carry out data acquisition distantly by sales department personnel leaving information analysis to consultants.

Result

Company expenses on project implementation were minimized without loss in results quality. Project results allowed Raimbek Company to control effectively relations with key clients and take in consideration their opinion at foods rebranding.

BANK PETROCOMMERCE
is strategic active of “IFD Capital” Group, one of the largest financial and investment establishments. Bank was founded in 1992.

Problem

It was necessary to develop evaluation system of private clients servicing standards execution in conditions of limited resources (financial and human) for data processing and analysis.

Solution

• General strategy and instrumentation for servicing quality evaluation were designed.
• Two step system of regular evaluation of private clients servicing standards execution was implemented.

Result

Availability of two step system of servicing quality evaluation allowed to conduct regular monitoring of customers satisfaction with minimum costs and to carry out enhanced analysis only under conditions of assigned standards deviations.

On this page some articles will be presented to your attention. The content of these articles is connected with the concept “Customer Satisfaction”. Further we are planning to develop and widen the discussion on this subject. We shall acquaint visitors of the site with original articles, with explanations and comments of the experts. The site administration will be glad to any constructive dialogue if you are interested in this. You may find information hot to contact us here.

Cherkasov P.
Evolution of the Concept "Customer Satisfaction”.

In the article of the leader of Cherkasov R&C company the concept of “Customer Satisfaction” is revealed, the way of views changing on this problem is shown: from focus on quality control to the management of Customer Satisfaction and Customer Loyalty. Main goals and tasks of projects on Customer Satisfaction surveys, problems and difficulties companies introducing the Customer Satisfaction Management are faced with are described shortly. ... more