[Business Case] Customer experience and satisfaction study for ONEE

In order to improve its proximity to its customers which are at the heart of its concerns and in an approach of continuous improvement of its services, the National Office of Electricity and Water (ONEE) wished to conduct a satisfaction survey with the different segments of its customers in the two branches: Electricity and Water.

Expert in supporting companies who wish to improve customer satisfaction, our team has been retained in this powerful marketing approach.

The visuals were originally created in french, here is a translation:

1. Identify key criteria to be evaluated during the customer journey
2. Measure customer satisfaction
3. Understand underlying reasons for (un)satisfaction
4. Provide enhancement solutions brainstormed and validated through workshops
5. Set priorities and trigger the action plan

OUR METHODOLOGY

We used A 3-step methodology that helped us identify the levers which ONEE could use to improve the level of satisfaction of the different segments of its customers. The visuals were originally created in french, here is a translation:

1. Define mission framework
2. Conduct qualitative study
3. Conduct quantitative study
4. Provide recommendations

• Measured satisfaction as defined by the chosen criteria for evaluating the customer journey
• Analysed current strengths and weaknesses to …
• …Provide recommendations
• Survey mode: face to face

Full data control

from collection to analysis, each step is carried out 100% by our teams, we do not outsource anything

Surveyors on the field for 7 weeks

For all your customer experience related market research, you can also reach out!

Do not hesitate to contact the Sunergia team by clicking here