Measuring industrial plant customer satisfaction

• Analyzed the research of previous years.
• Decided on the methodology - SCAT survey with scales a la Likert to assess the importance and satisfaction on a number of parameters selected by experts
• Drew a representative sample using the quota method
• Developed an electronic questionnaire
• Developed a mailing format and launched it in two stages with a pilot
• Collected the answers, calculated the coefficients and formed the result according to the "importance-satisfaction" matrix.
• Made recommendations to improve current performance

In fact, the most important thing in CX-research is not the method, although it is certainly also very important. But it is much more important to work on improving the current performance once the results are in. "Work on bugs" in customer service should become one of the company's priority business processes, then the research itself has applied meaning. Interviewing customers just for the sake of interviewing is a meaningless waste of time for both the marketer and the respondent. So don't waste your work!