Customer Survey for Endress+Hauser

Who are Endress+Hauser?

 Endress+Hauser are global leaders in measurement instrumentation, services and solutions for industrial process engineering.  They provide process solutions for flow, level, pressure, analytics, temperature, recording and digital communications.

What is the challenge?

Endress+Hauser were keen to increase conversion of their sales pipeline and asked us to survey a sample of  customers who had obtained quotes but had not yet made a purchase to identify why they did not purchase and what else would have been needed to convert the sale.  

What was the solution?

In conjunction with Endress+Hauser, we designed a survey incentivised with a prize draw.  We kept it brief enough to encourage participation but deep enough to obtain all the insight required.

Calls were prefaced with letters of introduction, to assure customers of the legitimacy of the survey.  We telephoned as The Call Business, rather than calling as members of the Endress+Hauser team, so that the customers felt they could speak openly to someone independent and we could obtain deeper insights. We designed a bespoke CRM application on our cloud-based platform  to store the customer data and manage the calling process. Customer feedback and answers were captured anonymously in a separate, proprietary survey system to which Endress+Hauser were given full access.

What were the results?

We were able to speak with 41% of the target audience and well over half of those participated in the survey.

We tagged the answers to the key survey question asking what Endress+Hauser could do better, so as to give a segmented view of the feedback for ease of analysis

We generated three sales leads as a result of the survey, where the respondent indicated they would like a call from the client’s sales team.

The survey revealed that awareness of the Endress+Hauser online shop was not as high as anticipated and, thus, it was not being fully utilised. This can be addressed easily which will give some quick wins and drive efficiency on provision of quotations.

There are other areas where some fine tuning of the process can reduce attrition rates and drive further efficiency.