Case Studies by Process:
Customer Satisfaction

• For a division of a regional telecommunications company, Fry completed a benchmark customer satisfaction study. This effort included both qualitative and quantitative research including customer focus groups and telephone interviews. Fry's research findings were used to develop a measurable customer satisfaction program. Several follow-up studies were completed to determine whether the client was making measurable improvement.
  
  
• Fry completed a customer satisfaction evaluation for a state international trade division. This study assisted the agency in improving and refocusing its efforts to assist companies with international business development.
  
  
• For a memorial stone company, Fry conducted a study that involved interviewing a number of customers, prospective customers, and competitors. Our findings identified additional sales channels, and we recommended several strategic customer service initiatives. These initiatives are designed to enable the organization to develop a strategic customer relationship program that includes such important offerings as an e-business program.