One of energy service providers
Even though our client is the only player in energy service provider in Greater Bangkok, for some of its customers, especially industrial users are seeking alternative ways for energy cost saving to minimize their operation cost. Thus, our client would like to study on its existing customers on their expectation, satisfaction, loyalty, confident and engagement as well as on its potential and ex-customers on their expectation, confident and their opinions toward corporate image. In addition, stakeholders’ opinions toward corporate image would be necessity.
Multi-approach covering in-depth interview with all stakeholders, more than 2,000 quantitative face-to-face interview are being conducted quarterly using SERVQUAL model, clustered by segments, usage and interaction with our client.
The client has taken quarterly result and has aligned MOCAP strategic recommendation with their existing marketing plan. CSI score is being quarterly monitored and our client is implementing marketing activities prioritized by the segments that have significant low CSI score. All touchpoints are being closely observed for improvement to build trust and gain confidence which then would impact on the image of our client at last.