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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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