Jim Peplinski Leasing (JPLI) came to us to learn more about how their customers experienced their products and services with the aim of serving them better. They wanted a baseline of data to build off of going forward, using a rating scale for customer satisfaction.
We developed and sent out an anonymous survey to their entire existing customer base broken down into five geographical regions, and further segmented by sales representatives and industries to provide a wide range of data sets. The first benchmarking survey was conducted in 2019, with follow-up surveys being completed each consecutive year following. This allowed us to compare customer satisfaction ratings year over year which we presented through a comprehensive report with recommendations based on our assessment.