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How customer feedback is shaping the future of Thermac

Monday, February 20, 2017

Thermac is working with an award-winning market research agency to help it gather the opinions of its customers and apply this invaluable feedback to enhance key aspects of the business.


Leeds-based, Trinity McQueen has constructed a detailed phone survey to gain accurate customer feedback on a range of themes including Thermac’s sales service, knowledge, turnaround time and product availability. The survey takes about 45-minutes to complete and the results will highlight a number of trends that will be explored in greater depth by a second, shorter phone interview.

This extensive market research project is the start of a plan to have more regular Thermac customer feedback. “We’re investing heavily to enhance the infrastructure of the business and it’s imperative that we meet the needs of our customers,” explained Campbell Rodden, Managing Director of Thermac. “In order to achieve this, we must listen and understand the revolving needs of each customer and react accordingly to provide the quality of service and product innovation that they want.”


Trinity McQueen has begun calling customers and the detailed survey is expected to run for 10 days. The agency will then gather all feedback and create the next questionnaires. The final results will be used to inform and develop all aspects of the business and help ensure that Thermac remains at the forefront of asbestos removal.

 

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