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Medical Products and Distribution Industry:
Customer Surveys
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Client: |
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A major distributor
of medical and office supplies to physicians’ office and hospitals
in all 50 states.
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Problem: |
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Need to increase
current knowledge of customer preferences regarding product delivery
modes (e.g. company truck vs. UPS) and timing requirements (e.g. same
day vs. next day service). Need to establish a baseline measurement
of customer satisfaction to determine if service changes impact customer
satisfaction. Must reduce overall distribution costs while enhancing
customer service.
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Approach: |
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Developed hypotheses
about customer preferences and satisfaction to design an optimum survey.
Segmented the customer population and established statistically valid
survey sampling plans. Distributed over 6,000 surveys to randomly
selected customers. Analyzed results and organized findings by customer
demographic groups (e.g. by region, by physician practice type, etc.).
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Results:
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Developed a comprehensive,
statistically-valid quantitative analysis of current customer attitudes,
perceptions, and level of satisfaction with products and services.
Gained specific knowledge regarding customer service preferences.
Enabled client organization to do what it needed to do – improve distribution
network, reduce costs, and enhance customer service.
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