B2B International: Putting customers at the heart of the Plumb Center business


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

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Established in 1998, B2B International is the world’s leading B2B Market Research specialist. Its tailored business-to-business research projects help companies to drive tactical and strategic action by delivering insights in a commercial context.

This case study demonstrates how B2B International has worked with Wolseley UK to seek the views of over 15,000 customers about the service and support provided by every Plumb, Parts and Drain Center branch or training facility.

The case study describes how Wolseley has been able to use B2B International’s expertise alongside the Confirmit Horizons platform to:

  • Gather feedback about the customer experience across multiple touchpoints
  • Use Computer Assisted Telephone Interviewing (CATI) module in Confirmit Horizons to conduct the annual and monthly telephone interviews and to integrate all the information gathered
  • Used the insight gathered to instigate a series of improvements to the overall in-branch experience.

 

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