CSat, CSI Customer satisfaction by segments

CSat: customer satisfaction
by segments and directions
Please note that all data in the report has been changed and serves for demonstration purposes only

General information
TA R G E T
P R O J E C T
Assessing company customer satisfaction
TA S K S
• Assessing customer satisfaction based on various
parameters
• Overall satisfaction rating
• Assessing the level of satisfaction of competitors’ clients
G E O G R A P H Y
_________
O B J E C T S O F
R E S E A R C H
Company clients
M E T H O D O F
R E S E A R C H
Telephone survey
S A M P L E S I Z E
2261 respondents
T I M E L I N E S
2
January 2024

EVALUATION OF THE WORK OF MANAGERS AND
THEIR ASSISTANTS

General assessment of the work of managers and their assistants
4
Assessing job satisfaction of managers by segment
92,5%
90,0%
89,2%
91,4%
92,5%
91,0%
91,2%
91,2%
92,4%
93,4%
85,3%
86,0%
87,5%
88,2%
92,2%
Доступность менеджера
Внимание после совершения сделки
Знания и компетентность в отношении
предлагаемой продукции
Соблюдение запланированных сроков
сделки
Приветливость/желание оказать
помощь
Полиграфисты Цифровики Оптовики
The parameter “Friendliness/desire to help” received the
highest satisfaction ratings - 92.6%.
Among client segments, “Digitals” are most satisfied with
the work of managers.
91,7%
95,0%
95,0%
94,6%
94,6%
95,5%
84,2%
86,8%
88,5%
Приветливость/желание оказать помощь
Полиграфисты Цифровики Оптовики
Assessment of job satisfaction of assistant managers by segment
N=2261
Friendliness/desire to help
Meeting deal deadlines
Product competence
Attention after the
transaction
Manager Availability
Product competence
Printers Digital Wholesalers Printers Digital Wholesalers

5
Assessing the importance and job satisfaction of managers
0,00 1,00 2,00 3,00 4,00 5,00 6,00
Внимание после совершения
сделки
Приветливость/желание оказать
помощь
Знания и компетентность в
отношении предлагаемой
продукции
Соблюдение запланированных
сроков сделки
Важность Удовлетворенность
PFI
PFI
The lowest level of satisfaction at a very high level of importance is
observed for the following parameters:
• knowledge and competence regarding the products sold,
• availability.
These parameters primarily need optimization.
Assessing the importance and job satisfaction of assistant managers
0,00 1,00 2,00 3,00 4,00 5,00 6,00
Приветливость/желание оказать помощь
PFI
In the work of assistant managers, it is first of all necessary to
increase their level of knowledge and competence in relation to
the products sold.
General assessment of the work of managers and their assistants
N=2261
Meeting deal deadlines
Product competence
Attention after the
transaction
Product competence
Importance Satisfaction

ASSESSMENT OF THE PERFORMANCE OF THE
TRANSPORT FORWARDING SERVICE

7
Total Wholesaler
s
Digital Printers
Quality of the
received products 85.7% 86.1% 87.3% 84.5%
Quality of shipped
products 85.5% 83.3% 86.6% 84.8%
Timely shipment
84.1% 87.2% 85.1% 83.0%
Time spent on issuing
documents 82.7% 74.4% 87.0% 81.5%
Timely delivery
82.7% 90.9% 83.6% 81.1%
Warehouse opening
hours 79.4% 76.9% 80.3% 79.3%
Warehouse location
71.9% 69.7% 72.0% 72.3%
Assessing satisfaction with the work of the freight forwarding service
0 0,5 1 1,5 2 2,5 3 3,5 4 4,5 5
Расположение склада
Время работы склада
Затраты времени на выпуск документов
Своевременность доставки
Своевременность отгрузки
Качество полученной продукции
Качество отгруженной продукции
PFI
PFI
PFI
PFI
PFI
Assessing the importance and satisfaction with the work of the freight
forwarding service
According to the diagram, the first things that need
optimization are:
• warehouse location,
• warehouse opening hours,
• time to issue documents,
• speed of shipment and delivery.
The assessment of the work of the freight forwarding service received the
largest number of negative reviews.
Below the acceptable assessment of the level of satisfaction (limit 80%) are
the following parameters:
• warehouse opening hours (79.4%)
• warehouse location (71.9%).
N=2261
Quality of shipped
products
Quality of the received
products
Timely shipment
Timely delivery
Time costs for issuing
documents
Warehouse opening hours
Warehouse location

Assessment of
assortment
breadth
ASSORTMENT EVALUATION

9
74,0%
77,7%
81,7%
Полиграфисты
Цифровики
Оптовики
The overall level of satisfaction with the breadth of assortment is 76.2%, which is not a high
enough indicator.
Missing assortment items for Wholesalers segment
Assessment of satisfaction with the breadth of assortment
Clients in this segment are more satisfied with the
presented assortment, therefore only six were named
as additional assortment items that they would like
to see and buy:
• Economy segment paper
• PaperData Copy
• Paints
• Finnish paper
• Economy class products
N=2261
Wholesalers
Digital
Printers

10
Missing assortment positions for Digital segment
“Digitalists” are less satisfied with the
assortment and would like to see the
following items in the assortment.
Most in demand:
• design paper,
• Coated paper,
• self-adhesive materials,
• cardboard.
2,3%
2,3%
2,3%
2,3%
2,3%
2,3%
2,3%
2,3%
2,3%
2,3%
2,3%
2,3%
2,3%
2,3%
2,3%
2,3%
4,7%
7,0%
11,6%
39,5%
Широкоформатные материалы
Холсты
Рулонная калька
Расходники
Металлическая пружина
Материал для струйной печати
Листы поштучно
Листы для струйных принтеров
Ламинация
Бумага праймированная
Бумага офсетная 80 грамм
Бумага из серии маджетики и тачкавер
Бумага для широкоформатного принтера
Бумага для фотопечати
Бумага большой прочности
Бумага А4
Картон
Самоклеющиеся материалы
Мелованная бумага
Дизайнерская бумага
N=2261
Designer Paper
Coated Paper
Self-adhesive materials
Cardboard
A4 Paper
High Strength Paper
Photo Printing Paper
Large Format Printer Paper
Majeti Paper and Touchcover
Offset paper 80 grams
Primed paper
Lamination
Inkjet Printer Sheets
Sheets by piece
Inkjet Printing Material
Other

Missing assortment items for Printers segment
11
The largest number of missing items in the
assortment were named “Printers”.
The most popular:
• Cardboard
• Designer paper
• Bookbinding materials
• Self-adhesive materials
2,1%
2,1%
2,1%
2,1%
2,1%
2,1%
2,1%
2,1%
2,1%
2,1%
2,1%
2,1%
2,1%
2,1%
2,1%
4,2%
4,2%
4,2%
4,2%
4,2%
4,2%
4,2%
6,3%
6,3%
10,4%
16,7%
Расходные материалы
Представительская бумага
Полированная бумага
Пергамент
Паста 230
НГК - трехслойный картон
Макулатура
Листовые бумаги
Краски
Короба
Китайская или корейская продукция
Высококачественная бумага
Бумага этикеточная
Бумага Амела плотностью 90гр
Этикеточная бумага
Упаковочные бумаги
Самокопирующая бумага
Пленка
Писчая бумага Архангельская
Крафт бумага
Самоклеющиеся материалы
Переплетные материалы
Дизайнерская бумага
Картон
N=2261
Cardboard
Designer paper
Bookbinding materials
Self-adhesivepaper
Kraft paper
Coated paper
writing paper
Film
Self-copyingpaper
Wrapping paper
Label paper
Plant paper
Newsprint
High quality paper
Chinese or Korean paper
Box
Paints
Sheet paper
Coated paper
Waste paper
Three-layer cardboard
Paste 230
Polished paper
Representative paper
Consumables
Other

The importance of site functionality parameters
13
Total
Wholesaler
s
Digital Printers
Availability of price list 3.41 3.57 3.99 2.98
Possibility of obtaining
transaction documents
2.71 2.80 3.14 2.38
Possibility of ordering from
the site
2.58 2.90 3.15 2.11
Possibility of payment for the
order
2.23 2.20 2.68 1.91
* The importance of various site functions was assessed on a 5-point scale, where 1 is the least important, 5 is the most
important.
In general, additional website functions
are not important enough for
OfficeProduction clients.
Thus, the function “Availability of a price
list” received the highest rating of
importance - 3.41 points.
Least of all, customers need the ability to
pay for an order through a website – 2.23
points.
Satisfaction with the OfficeProduction website was
assessed using two main parameters:
• relevance of information
• ease of navigation.
The company's clients rated both parameters slightly
below satisfactory - 76.7%.
Satisfaction assessment with the Office Production website
Total Wholesaler
s
Digital Printers
Relevance
information
76.7% 90.5% 78.3% 72.9%
Ease of navigation
and working with the
site
76.7% 90.5% 77.0% 72.7%
N=2261

OVERALL ASSESSMENT OF SATISFACTION
WITH THE COMPANY'S WORK

15
Satisfaction Index
Customer satisfaction index calculated
using the methodologyNPS, amounted to
62.1%, which is enough high rate.
The average market value in the corporate segment is
about 40-45%.
1) "Promoters"-respondents who rate the likelihood
of recommending the company and their level of
loyalty at 9 and 10 points.
The share of such respondents was 66.7%.
2) "Neutrals"-rate the level of satisfaction at 7-8
points.
The share of such respondents was 28.7%.
3) "Critics"- the level of their loyalty is assessed from
0 to 6 points inclusive.
The share of such respondents was4.6%.
0,80%
0,40%
0,40%
0,00%
1,10%
1,90%
3,40%
25,30%
27,60%
39,10%
1 балл
2 балла
3 балла
4 балла
5 баллов
6 баллов
7 баллов
8 баллов
9 баллов
10 баллов
N=2261
10 points
9 points
8 points
7 points
6 points
5 points
4 points
3 points
2 points
1 point

16
Reasons for dissatisfaction with the company
Clients who rated their level of satisfaction with the
work of the OfficeProduction company as 8 points or
lower indicated the reasons for their dissatisfaction.
First of all, they are not satisfied with the narrow range,
high prices and lack of availability of the necessary
goods.
The remaining complaints are related to the work of the
transport and forwarding service.
Clients are not happy with:
• quality and speed of preparation of accompanying
documentation,
• damage to product packaging.
1,4%
1,4%
1,4%
1,4%
1,4%
2,8%
2,8%
2,8%
2,8%
4,2%
4,2%
5,6%
5,6%
5,6%
6,9%
11,1%
19,4%
19,4%
Расширить штат
Ошибки бухгалтерии
Несвоевременно информируют о трудностях
Невозможно дозвониться
Документооборот
Плохая упаковка
Оформление документов на отгрузку
Недоступность менеджера
Доставка не вовремя
Работа склада
Не вовремя отгрузка
Склад далеко
Логистика
Дорогая доставка
Ошибки менеджеров
Нет в наличии нужного товара
Высокие цены
Узкий ассортимент
N=2261
Narrow assortment
High prices
The required product is out of stock
Managers' mistakes
Expensive delivery
Logistics
Inconvenient warehouse location
Inconvenient delivery time
Manager unavailability
Preparation of documents for
shipment
Bad packaging
Document flow
Can't get through
Not informed about difficulties in a
timely manner
Accounting errors
Expand staff
Lost documents
Other

17
Additional services requested by clients
Among the additional services that are most in demand among
clients:
Additional services Shares
Free shipping 25.6%
Cutting services 11.6%
Payment deferment 9.3%
Stock 7.0%
Help with unloading 7.0%
Technologist consultations 4.7%
24-hour warehouse operation 4.7%
Cash payment 4.7%
Distribution of information about new products 4.7%
Consumables for post-printing 4.7%
A wide range of 4.7%
Delivery on weekends 2.3%
Informing about the availability of goods in stock 2.3%
Receiving a check from the driver 2.3%
Distribution of information about warehouse balances 2.3%
Advertising brochures 2.3%
• Free shipping
• Help with unloading
• Cutting services
• Payment deferment • Stock
N=2261

Wishes for the company
18
Wishes Share
Range 26.3%
Prices 14.5%
Warehouse work 13.2%
Informing 10.5%
Operation speed 10.5%
Free shipping 6.6%
Availability in stock 6.6%
Logistics 5.3%
Availability of managers 2.6%
Stock 1.3%
Technologist 1.3%
Package 1.3%
Most of the clients' wishes to improve the company's work are related to:
• With the expansion of the range
• With price reduction
• With work in a warehouse
• With the need to receive
information about new product
ranges
• With speed
N=2261

19
Satisfaction matrices
Minor Benefits
(a small number of people value
the parameter, but its rating is
high)
Important
advantages
(a large number of people value
the parameter, and its rating is
high)
Urgent changes required
(a large number of people value
the parameter, but its rating is low
Changes required
(a small number of people value
the parameter, and its rating is
low)
The lower right square of the matrix indicates the characteristics that need to be
changed first.
The lower left also needs to be adjusted, but secondarily.
Positions that are important to customers, with which they are most satisfied
(upper right corner) - need to be strengthened and maintained, otherwise, if the
quality of these positions is improved by competitors, customers may switch to
them.
The top left are positions with which clients are quite satisfied, but are not
important.
The level of quality of work for these positions must be maintained at the same
high level, but in comparison with other groups, they should not be given priority
when choosing a behavioral strategy.

The main factors of dissatisfaction with the company's workare:
• warehouse location and opening hours,
• breadth of assortment,
• attention of the manager after the transaction.
The company's weaknesses that definitely require improvement
include:
• warehouse location and opening hours,
• breadth of assortment.
Options Code
Manager knowledge and competence 1
Manager Availability 2
Manager's friendliness/desire to help 3
Compliance with the planned terms of the transaction by the
manager
4
Manager's attention after the transaction 5
Assistant manager knowledge and competence 6
Assistant Manager Availability 7
Friendliness/desire to help assistant manager 8
Warehouse location 9
Warehouse opening hours 10
Timely delivery 11
Time spent on issuing documents 12
Timely shipment 13
Quality of the received products 14
Quality of shipped products 15
Breadth of assortment 16
The most important and most highly rated factors for
respondents in terms of satisfaction:
• compliance with transaction deadlines,
• knowledge and competence of the manager and his assistant,
• product quality,
• promptness of shipment,
• efficiency of document preparation.
20

21
Satisfaction matrix for the Wholesalers segment
In the Wholesalers segment, customers are primarily dissatisfied with:
• location and opening hours of the warehouse,
• long time to prepare documents for shipment.
The “Manager Availability” factor also requires optimization.
Clients complain that they cannot always reach him by phone.
Options Code
manager
4
Timely delivery 11
Timely shipment 13

22
Satisfaction matrix for the Digital segment
Customers of Tsifrovika are most dissatisfied with the location of the
warehouse, and they are not satisfied with the breadth of the assortment,
the temporary absence of the necessary goods in the warehouse.
The “Manager Availability” factor also requires improvement. Clients
complain that they cannot always reach him by phone.
The factors “Attention of the manager after the transaction” and
“friendliness of the manager, desire to help” require partial improvement.
Options Code
Compliance with the planned terms of the transaction by
the manager
4
Timely delivery 11
Timely shipment 13

23
Satisfaction matrix for the Printers segment
Printers' clients are most dissatisfied with:
• lack of required goods in stock.
The “manager availability” factor also requires improvement. Clients
complain that they cannot always reach him by phone.
The factors “Attention of the manager after the transaction” and
“friendliness of the manager, desire to help” require partial
improvement.
Options Code
manager
4
Timely delivery 11
Timely shipment 13

ASSESSMENT OF COMPETITORS’ CLIENTS
SATISFACTION

25
76,6%
81,6%
84,8%
85,4%
85,8%
86,0%
86,0%
86,2%
86,4%
87,0%
88,2%
Фиделити
А ТИС
Берег
Фарм
Рельеф
MAP Atlantis
Регент
Петробумага
Дубль В
Комус
Самсон
Competitors' Job Satisfaction Assessment
Satisfaction with the work of competitors
was assessed on a 5-point scale separately
for each customer segment.
Based on average satisfaction values for all
parameters, the companies Samson, Luka
and Double V are leading in the ranking of
competitors.
They have the highest customer satisfaction
ratings.
Fidelity and A TIS companies have the
weakest positions.
N=2261
Samson
Luke
Take B
Best paper
Regent
MapAtlantis
Relief
Parma
Shore
A TIS
Fidelity

26
Assessing the work of competitors in the Wholesalers segment
Luke Relief Farm Samson
Breadth of assortment 91.8% 82.9% 86.7% 83.3%
Product quality 91.8% 90.0% 90.0% 93.3%
Work of the freight forwarding service 90.6% 83.3% 70.0% 80.0%
Availability of goods in stock 88.9% 80.0% 86.7% 80.0%
Managers' work 86.7% 88.6% 86.7% 88.6%
Price level 85.9% 83.3% 73.3% 83.3%
Additional services 78.3% 86.7% 80.0% 75.0%
Clients gave the Luka company the
largest number of high ratings; they
rated above 90%:
• product quality,
• work of the transport and
forwarding service.
However, clients rated Luka’s additional
services below satisfactory – 78.3%.
In general, customers are most dissatisfied with the price level and additional services
of competitors.
The work of the transport and forwarding service remains weak.
N=2261

27
Assessing the work of competitors in the Digital segment
Take B A TIS
MAP
Antalis
Fidelity Luke
Breadth of assortment 92.2% 66.2% 78.7% 58.2% 83.4%
Product quality 91.3% 75.0% 81.4% 71.1% 88.0%
Availability of goods in stock 83.4% 66.7% 74.3% 62.2% 80.4%
Managers' work 83.1% 72.9% 77.3% 60.0% 80.4%
Price level 70.9% 65.0% 68.6% 55.6% 70.5%
Work of the freight forwarding service 69.6% 58.0% 75.0% 50.0% 78.5%
Additional services 66.4% 51.4% 57.8% 44.0% 62.7%
Clients of the Digital segment rated
the quality of work of
OfficeProduction competitors very
low.
A TIS and Fidelity received ratings
below satisfactory in all respects.
Also the companyMAP Antalis»
received only one rating above 80%
for the product quality parameter
(81.4%).
The highest satisfaction ratings were received by the Double V company in
terms of “breadth of assortment” (92.2%) and “product quality” (91.3%).
N=2261

28
Regent Take B Shore Petrol paper
MAP
Antalis
Managers' work 87.5% 89.3% 89.5% 88.4% 87.7%
Price level 87.4% 90.4% 89.2% 87.0% 85.8%
Work of the freight forwarding
service
84.4% 83.8% 85.2% 82.5% 77.3%
Availability of goods in stock 82.9% 80.0% 84.7% 82.5% 82.2%
Product quality 81.9% 87.0% 83.8% 82.5% 78.0%
Breadth of assortment 80.0% 77.2% 74.8% 79.6% 78.1%
Additional services 52.3% 64.1% 62.9% 58.1% 52.8%
Assessing the work of competitors in the Printers segment
To a greater extent, clients are not
satisfied with the price level of
OfficeProduction competitors and
additional services.
The company “MAP Antalis» according
to the parameters “work of the freight
forwarding service” and “product
quality”.
Other assessments of competitors'
performance are at a satisfactory level
in the range of 80-90%.
N=2261

29
Summary
✓ Respondent satisfaction index, calculated using the methodology NPS, compiled 62.1%, which is a very high
figure compared to other market participants
✓ In assessing the work of managers, all scores are high (above 80%)
✓ The work of the freight forwarding service requires optimization of the location of the warehouse, its
operating hours, time to issue documents, as well as the speed of shipment and delivery
✓ The overall level of satisfaction with the breadth of assortment is 76.2%. The most popular: cardboard,
designer paper, binding materials and self-adhesive materials
✓ The company's clients rated the relevance of information and ease of navigation on the site at 76.7%
✓ Among the additional services that are most in demand among customers: free delivery, cutting services,
deferred payment, promotions and discounts, assistance with unloading goods
✓ The leading companies in the ranking of competitors are Samson, Luka and Double V. They have the highest
customer satisfaction ratings. Fidelity and A TIS companies have the weakest positions
Customer wishes:
➢ Expand the warehouse and branch network
➢ Optimize warehouse operating time
➢ Ensure higher speed and quality of work of the freight forwarding service
➢ Ensure availability of managers, increase the number of managers
➢ Increase the level of knowledge and competence of managers and their assistants regarding products
➢ Expand the range
➢ Ensure timely information to customers about changes in working conditions, new products, promotions,
discounts through the website and email newsletter
➢ Ensure the integrity of product packaging during loading and transportation
➢ Optimize the cost and terms of delivery of products
➢ Consider paying for products in cash upon receipt

CSat, CSI Customer satisfaction by segments

CSat, CSI Customer satisfaction by segments

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