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Furniture Coatings in Europe: A Survey of Customer Satisfaction

Furniture Coatings in Europe: A Survey of Customer Satisfaction. “ None of the four biggest suppliers is the same, either in the needs of their customers or in the areas they perform well in.

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Furniture Coatings in Europe: A Survey of Customer Satisfaction

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  1. Furniture Coatings in Europe:A Survey of Customer Satisfaction “None of the four biggest suppliers is the same, either in the needs of their customers or in the areas they perform well in. In a market where consolidation has been the over-riding focus of attention in recent times, it is apparent that there is still genuine choice in the market.” Brian Balmer Research Analyst Frost & Sullivan

  2. Background Information • 140 end-users interviewed • Smallest customer uses under 1 tonne • Largest customer purchased 200 tonnes per year, not including solvents • Total annual consumption from known data (for 117 end-users) 4,600 tonnes

  3. Purchasing Process • Drivers and Restraints of purchasing • Analysis of how frequently suppliers visit customers, and identification of key decision-makers in different types of end-user company • Supplier loyalty and the use of more than one supplier

  4. Product Brand and Range • Technical Performance • Pricing • Customer Service • Delivery • Type of Furniture • Annual Consumption • Region • Key Decision-Maker Customer Needs • Analysis of variations in customer needs by four main demographic sets: • Identification of the most important customer needs in each of 5 major categories:

  5. Customer Satisfaction Analysis • Generic analysis of customer satisfaction by key demographic groups • Performance of the leading suppliers

  6. Market Positioning • Importance of different issues to the customers of a single supplier • Comparison with perceived strengths for this supplier

  7. What to do next For more information Call 44 (0) 1865 398662 or e-mail enquiries@fs-europe.com

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