Helping our clients to take action with confidence

---

Client Turnover: £1 Billion
Sector: Packaging

---

The challenge

Through our survey, our client received negative feedback around product availability, supply chain performance and a low Supporter rating.

How we helped them

Acting on our survey insights, the CEO personally wrote to all of these customer contacts. He committed to major investments in additional factory space, new machinery and additional shifts to increase capacity.

The results

Just 12 months on, we ran another survey. The CEO’s communications – and the investments made on the back of our survey insights – had delivered a double-digit improvement in their overall rating. Best of all, the business was now given an Advocate rating for the first time.