Marketing ResearchCustomer Satisfaction Survey

2

The company 3D Studio:

•3D-modelling & animation•2D-graphics•compositingShowreel:

3

How is the company seen by the clients (existing and potential)?

How can the company increase their number of clients?

What can the company do to improve their services?

Research objectives

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SERVQUAL/RATER◦ Reliability◦ Assurance◦ Tangibles◦ Empathy◦ Responsiveness

Qualitative data Online survey

Data collection

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Gap for customer satisfaction

perceived service quality gap =customer's expectation of the service - customer's perception of the experience

Data analysis

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Who?◦ Existing clients◦ Potential clients

How many answers?◦ Response rate ~ 19% :

Existing clients ~ 14% Potential customers ~ 5%

Target group

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Values

Results: company image

Positivity

Quick answer

Good price/quality rapport

Relaxed atmosphere

Cooperation

Easy to discuss

Fair conditions

Quick delivery

Quick service

Flexibility

Openness

Innovative

Ease

Speed

Professionalism

0 10 20 30 40 50 60 70

9

9

9

9

9

9

9

9

9

18

18

18

27

45

64

%

8

People

Communication

Results: company image

Professional

Reliable

Accesible

Easy to work with

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

29

31

35

29

71

69

65

71

AgreeStrongly agree

Clear

Quick

Informative

Productive

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

47

35

53

47

53

65

47

53

AgreeStrongly agree

9

Results: attracting new clients Product preferences:

Product visualisation

Building / construction plan / vision imaging

Aerial vision imaging

Logo visualisation / animation

Photo manipulation with 3D

Character / mascot design

3D Animated or 3D illustrated operating instructions

Animation to demonstrate qualities of a product / service

Commercial (TV / Youtube) animation

Interactive applications

0 10 20 30 40 50 60 70 80 90 100

12

27

33

33

44

47

50

53

53

73

17

50

33

33

17

50

50

50

50

33

Existing clients Potential clients

10

Information channels

Personal contacts eg. business partners, 3Dolli, word of mouth... Internet

Results: attracting new clients

Internet

Seen their work

Sponsoring an event

Word of mouth

Something else. What?

0 10 20 30 40 50 60 70 80

75

50

0

50

50

%

Existing clients Potential clients

TET & Friends

Internet

Business partner

3Dolli

Customer

Acquaintance

Jämsä community

Don’t remember

0 5 10 15 20 25 30 35

14

29

29

7

7

7

7

%

11

Self promotion:◦ Update their references◦ Regular information updates◦ Showcasing previous work

Communication:◦ More active presence through eg emails◦ Suggestions to the customer◦ Meeting 1-2 times a year to show new technologies◦ Use of video calls

Attitude:◦ Be more proactive

Results: clients’ suggestions

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B2B survey + Small and young company◦ Small number of respondents

Consistent positive feedback◦ Pros: relevant answers◦ Cons: difficult to find problems and

improvement solutions

Conclusions > Limitations

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Overal very positive feedback High satisfaction with: products quality,

price and speed. Areas of improvement:

◦ Information◦ Contact initiative◦ Online presence◦ Self promotion◦ Accessibility

Conclusions

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What I learned:◦ To use a statistics software (questback & tixel)◦ To define the research problem & questions◦ To chose the right research method and data

analysis◦ When to use different types of questions

(multiresponse, matrix, open questions...)◦ To involve the client in defining the questions◦ To interpret the results◦ To formulate solutions

Personal thoughts

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What was difficult:

◦ To interpret the results◦ To formulate suggestions for improvement (small

sample & similar answers)

Personal thoughts

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What I liked:

◦ Seeing the responses changed into numbers & graphics

◦ Analysing and interpreting the numbers & graphics (per survey questions)

◦ Formulating answers to the research questions

Personal thoughts

Thank You!