Our Clients & Case Studies

CASE STUDY #2

La Costa Improves Customer Satisfaction

Challenge
La Costa Facility Support Services, a privately held, female- and minority-owned company, wanted to better understand customer perceptions of the firm and ensure that it retained and strengthened key customer relationships.

Solution
First, ORF helped La Costa segment its customer base and identify and classify key accounts. Then, it developed unique tools to measure each customer segment’s satisfaction with the La Costa’s key service lines. Finally, ORF developed profiles of highly satisfied customers, highlighting the key drivers of customer satisfaction.

Results
The research results pinpointed a clear relationship between customer satisfaction and quality of service received. ORF recommended ways to improve service levels and La Costa’s satisfaction scores have trended upward over the past three years. Today, La Costa is using these data to focus its customer service efforts on exceeding customer expectations.

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