Customer Experience: Develop and execute a questionnaire – SACHEM Europe BV

 Overview

Company Description

SACHEM is a global chemical science company specializing in extremely pure, precise, and innovative chemistry products and services critical to our customers’ manufacturing processes.
SACHEM is a Privately Held Company with 375 associates worldwide. SACHEM has 6 manufacturing facilities and 4 research and development centers. SACHEM has strong commitment to Health, Safety, Environment and Ethics. SACHEM has established leading positions in key growth markets through technical expertise, revolutionary service, and an unwavering commitment to safety and the environment.

Introduction

A former student has worked on a project to determine KPI’s (lead and lag) to measure customer experience and define opportunities for improvement and differentiation opportunities. KPI’s to measure Customer Experience (current status) have been set based on benchmarks. He has proposed a path forward and we want to take the next steps. 

Project Description

This project is meant to develop and execute a questionnaire to support the collection of data/ customer feedback with regards to the chosen KPI’s. The goal is to measure the Customer Experience score of SACHEM’s offerings. This information is expected to contribute to measuring the as-is situation and should help to set new bench marked targets and develop solutions to reach the new targets by analyzing the existing weaknesses.

Goals of the Project

The goal of the project is to develop and execute a questionnaire to measure Customer Experience (current status) according to the to agreed upon KPI’s.

These results are expected to contribute to set bench marked targets and develop an improvement solution via a thorough analysis. This would lead to actionable recommendations to reach the new (to be determined) targets.

Deliverables

• Develop a questionnaire
• Execute the questionnaire
• Process, categorize and analyze the feedback
• Recommend improvements opportunities for the questionnaire  

Trigger for the project

SACHEM Europe is mentioned to be a reliable and a trustworthy supplier to it’s customers. General feedback is that we are responsive and flexible. We are evaluated on various criteria on a regular basis by a number of our customers. This is a lagging indicator for how we are performing. By measuring our Customer Experience we have a better forward looking view on how we are preforming on the various criteria. Additionally we will be able to take actions to improve if necessary and measure if our actions are paying off. Ideally we can steer our service levels and differentiate our service and offering to optimize our value.

More information: escf@tue.nl