Independent Waste Utility Customer Study for Industrial Waste Services covering 2000 Industries in Western Maharashtra

1. Case
Study
Client
Client Problem
Solution Approach
Key Outcome as per Client Testimonial
**Data has been sanitized and meant for Illustrative purposes only
Independent Waste Utility Customer Study for Industrial Waste Services covering 2000 Industries in Western Maharashtra
•Client wanted to monitor and improve Customer Satisfaction for its Hazardous Waste plant that was catering to 2000+ industrial customers across 10+ districts in Maharashtra; and integrate it into practice at all ranks of decision making and implementation.
11/17/2014 © pManifold. All rights reserved. 1
Company Authorized for Hazardous Waste Transportation, Storage and Disposal
•pManifold met the marketing and the operations team to understand critical customer touchpoints.
•Accordingly, designed and executed a baseline study, for all customers. A detailed sampling plan was prepared.
•This study was conducted to profile and measure satisfaction & key preferences of the industrial hazardous waste customers.
•Deployment was through online survey and also telephonic / In-person Interviews.
•Performed validation and analysis of the feedback captured and presented a report to the top management including the Group Chairman.
•This included key observations and recommendations to meet the short term and long term objectives of the client.
•Also submitted leads generated for the client as part of the study.
•Benchmarking of existing services & to enable creation of a framework for setting continuous and regular practice to monitor and validate the customer’s opinions, preferences and satisfaction.
•Client initiated an action plan through their local field team, customer services team and branding team.
•The study opened new environmental opportunities for the client.