Government Agency

• A Government Agency serving the construction industry is determined to serve their customers excellently. Conducting annual customer satisfaction studies, along with mystery shopping exercises with their counter services, provides them with insights into how much their services are meeting the customers’ expectations. Being the sole agency responsible for maintaining and uplifting the professionalism and competency of the industry players, they must gain the trust and confidence which is reflected by their ongoing effort to serve their customers as best as they can.
• A Government Agency serving civil servants is serious about providing the best service to their customers. An annual customer satisfaction study not only enables them to identify what they have done right but also identifies any shortfall in their services. With that, they are able to leverage their strengths and improve on the shortfall in their effort to continuously serve their customers effectively

Government-linked company (GLC)

• A subsidiary of TNB that provides industrial training conducts an annual customer satisfaction study with their direct customers, training participants as well as the bosses of the participants. These annual studies enable the company to track their customers’ experience throughout the year and identify important areas that would impact customer satisfaction, where they prioritise their improvement plans in providing an excellent customer experience.
• A few subsidiaries of TNB and TNB divisions continuously measure their customers’ satisfaction as well as identify key areas for them to improve so that their customers receive excellent services. They do not lose sight of what is important to their customers, and they strive to provide the best service.
• A State GLC measures its customer satisfaction annually as part of its mission to be a customer-centric organisation. They have built a strong brand and would like to continue to hold that position. With the customer feedback, they could identify their strengths and weaknesses as well as determine the points that could make their customers happier. This helps them to continuously provide an excellent customer experience.

A Public Listed Company (PLC)

• An established oil & gas company conducts biannual customer satisfaction studies with the different segments of their customers. Knowing that different types of customers have different expectations, the study assists them in identifying the differing pain and gain points which they formulate action plans to keep their customers happy, hence keeping and growing their customers.
• A property developer that continuously improve their products and services, continuously gather customer feedback for them to formulate both strategic and tactical improvements for their current and next property development. This is to maintain and uplift their product & service quality while maintaining their brand strength.