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Client
A global company specializing in providing product testing systems to large manufacturers. More than 78% of the client’s revenue came from large accounts, which made customer loyalty absolutely critical.

Challenge
The client had already done 350+ customer satisfaction surveys with their key customers all over the world. The results were mostly as expected: some contacts were happy, some were not. Senior leaders were getting tired of seeing predictable findings that didn’t yield any direction for action.
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