TNT were keen to establish the levels of customer satisfaction amongst business customers across European markets, identifying areas of service strengths, as well as weaknesses in the offering – in a competitor context.
An online survey method was utilised, with customer contact details being provided by the business. Competitor sample was sourced by Skopos London (for benchmarking purposes).
From this study the business was able to identify ‘pain points’ for customers (within particular geographies and sectors), as well as areas of strength – directly informing operational and marcomms activity. Furthermore, the business was also able to identify switching motivations for non-customers/prospects – shaping future business development approaches.