A Leading Lathe Manufacturer Improves Customer Satisfaction Through Inventory and Delivery Excellence
A leading CNC lathe manufacturer with over three decades of service expertise sought to improve customer satisfaction by addressing persistent challenges in inventory planning, delivery, and issue resolution.
By aligning operational processes with customer expectations, particularly around service responsiveness and logistics, the organisation aimed to reduce turnaround times (TAT) and strengthen ongoing customer engagement.
Listen
The Challenge
The client needed to:
- Improve issue resolution during the production stage
- Reduce the time spent engaging customers to resolve machine errors
- Understand customer expectations related to service delivery and support
- Capture nuanced, customer-specific feedback reflecting real usage contexts
At a strategic level, the organisation needed insight to ensure service improvements were aligned with how customers actually operate and evaluate value.
Act
Insight-Led Diagnosis and Design
Feedback Insights designed a customised research approach to address the nuances of customer engagement across business units.
- Designed a customised research approach to reflect nuances across business units
- Collected perceptions from 900 customer-side leaders
- Applied the EX Index framework to structure analysis and insight
The framework and insights, defined using the EX Index, enabled the client to identify operational gaps and align inventory planning and channel partner logistics more closely with customer requirements.
Accelerate
Turning Insight into Operational Action
The programme surfaced clear, actionable insights:
- Identified gaps in inventory management and delivery processes
- Unearthed customer expectations related to issue resolution and service quality
- Mapped customer cohorts and trends by geography and expectations
- Highlighted opportunities to improve efficiency in operations demonstrations, first-level maintenance, and periodic training
These insights informed sustained, targeted actions across service and operations.
Business Outcomes
- Streamlined inventory management and delivery processes
- Reduced TAT through additional resources and expanded service centres
- Enhanced customer engagement driven by sustained, insight-led actions
- Modified service delivery models through focused upskilling initiatives
