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Consumer Insights. Market Innovation.

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Choice Techniques & Customer Satisfaction for Better Margins

customer satisfaction case study lipsticks

Business Challenge

A manufacturer of cosmetic products needed to get more from their satisfaction surveys. They faced two challenges. First, with a limited customer base, they had very few surveys to go on. Second, the data they received was not that actionable. 

Our Approach

TRC used a number of measures to drive response rate up (including incentives and a more engaging survey format). Because the heavily ratings-based survey the client used generated very little differentiation, TRC employed a mix of choice-based questions and ratings.

Successful Results Implementation

From this we were able to identify a number of opportunities to change the market dynamics and drive better margins.

 customer sat cosmetic

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