🎯 Case Study – CATI Survey

Customer satisfaction survey using the CATI method – office equipment industry (B2B)

Our client: A manufacturing and trading company in the office equipment industry

Survey objective:

Regular gathering of customer feedback on their shopping experience and identification areas for improvement in order to increase satisfaction and comfort of cooperation.

🔍 Scope of the study:

Analysis of customer experiences at every stage of the purchasing process – from initial contact to product delivery
Assessment of the quality of customer contact with the sales department, transparency of the offer, and order fulfillment process
Collection of specific suggestions on how to improve customer service and relations
Question about willingness to recommend the company to other businesses

🔍 Research method:

CATI – computer-assisted telephone interviews

Target group: B2B customers

Number of interviews: 120 per month

Completion time: 3 working days each month

🔧 Scope of Directan's services:

Joint development of a questionnaire in the form of a control interview

Project support in the CATI system (call center + survey module)
Conducting interviews by experienced B2B interviewers
Constant quality control – monitoring of conversations, possibility to listen to recordings
Monthly reports with customer comments and a summary of results

📈 Benefits for our client:

Regular feedback from customers within 72 hours of submitting the database for the survey
Quick identification of areas for improvement in the purchasing and service process
Enabling the sales department to respond immediately to reported inconveniences
Improved service quality through repeated analysis of problems and suggestions
Strengthening the company’s image as an active and attentive business partner

✅ Conclusions:

Thanks to monthly CATI surveys, our client not only gains an objective picture of how its service is perceived, but above all implements specific changes in purchasing and communication procedures. The collected opinions serve as real input for operational activities and are included in the strategic plan for improving customer service quality.

The cyclical quality survey project is an important tool in shaping a long-term B2B relationship strategy aimed at maintaining high levels of satisfaction and building customer loyalty.

Directan Plus Sp. z o.o.

ul. Zjednoczenia 12/4

62-003 Biedrusko k.Poznania

NIP: 9721316229
KRS: 0000894310
REGON: 388645271