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Case Study: Solving the Customer Satisfaction Challenge

THE CLIENT: National Shipping and Warehousing Logistics Company

THE INDUSTRY: Shipping, Warehousing, and Logistics

 

THE CHALLENGE

A national shipping and warehousing logistics company needed to assess customer satisfaction across high-level decision-makers on both the East Coast and West Coast. In a highly competitive industry, this feedback was critical for improving service processes, policies, retention, and growth. However, privacy concerns, a tight timeline, and the difficulty of engaging high-level business audiences had limited prior efforts with internal teams and other research vendors. The client turned to Qlarity Access for a careful, brand-conscious approach that could reach the right customers without putting relationships at risk.

THE SOLUTION

Qlarity Access designed a sensitive data collection strategy that balanced speed, customer privacy, and relationship protection.

  • Timed Outreach Strategy: Developed a strategy with a structured contact process of four timed attempts within a narrow period to collect data quickly without overwhelming the audience.

  • Careful Phone Engagement: Deployed highly trained agents to conduct cold calls with a high level of branded customer service, helping the outreach feel respectful and ensuring that the client’s relationships were not compromised.

  • Quality-Assured Recruitment: Recorded calls to support accuracy, quality assurance, and client confidence throughout the process.

     

THE IMPACT

Qlarity Access helped the client gather reliable customer feedback while protecting important business relationships.

  • High-Value Interviews: Executed 47 interviews with key decision-makers from a list of 100, giving the client direct feedback from a difficult-to-reach audience.

  • Protected Customer Relationships: Maintained a positive experience for the client’s critical customers by addressing privacy concerns and representing the brand carefully.

  • Improved Service Direction: Enabled the client to identify customer experience gaps and opportunities to improve service processes and policies.


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