February 2018
Clay Paky is an Italian multinational manufacturer of lighting systems for large events, shows, television, entertainment and architectural lighting: at the end of 2017 the company commissioned us to study the customer satisfaction questionnaire , and the subsequent worldwide distribution of the survey among customers.
qualitative/quantitative approach
As we often operate in these cases, we opted for a qualitative/quantitative approach that would allow us to develop a questionnaire free from misunderstandings due to the incorrect use of technical terms or different points of view dictated by the cultural context.
We then interviewed an international selection of Clay Paky customers to co-design and test the beta version of the satisfaction questionnaire.
In this way, several areas for improvement were identified in the beta version, which was then digitized and sent to two macro customer segments, all over the world.
For this second phase we selected an ad hoc SAAS software with the features required by the project, and followed the entire deployment and programming phase, from the launch to the reminder of the respondents to the closing of the questionnaire .
results
Thanks to our external support, the company was able to digitize its customer satisfaction survey process, laying the foundations for further future survey methods, also born thanks to the final debrief with us in which we presented the data obtained from the first wave.
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