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Case Study

How we made a difference

Problem Statement

A training authority in the Manufacturing sector was looking to convert customer insights into business intelligence that would inform their strategy and result in tangible changes for their organisation.

Project Objective

Establish a Customer Experience (CX) Strategy for a large automotive sales company and their dealer network, aligned to the requirements of their Global CX programme.


A three-pronged approach was adopted as part of this Project. In order to gain a baseline understanding of customer perceptions, Redflank conducted comprehensive surveys with stakeholders to solicit customer feedback and understand customer pain points. These surveys explored areas such as overall Customer Satisfaction, the Net Promoter Score as well as customer’s satisfaction with their relationship with the organisation, the organisation’s communication methods, the systems and processes, etc.


Once the surveys were complete, analysis was conducted on the survey results to understand key customer pain points and areas of concern. Following the analysis, a Stakeholder Experience Strategic Framework was developed. This framework provided an overview of the key pain points and recommended steps that the organisation could take to address these.


Following the development of the Framework, Redflank worked with selected departments in order to pilot and facilitate the implementation of selected measures, thus ensuring tangible change was felt within the organisation.

What Sets Us Apart

  • A structured approach and methodology allowing us to uncover customer insights and identify an organisation’s pain points

  • A deep understanding of the overall CX landscape and the context in which the organisation operates, thus allowing us to make clear recommendations, aligned with the organisation’s context.


Based on the actionable recommendations, the client was able to take steps towards addressing the customer pain points identified. Redflank was able to assist the client in taking these steps. Furthermore, follow up surveys were conducted to understand the actual impact these actions had had on the customer experience.


The project was concluded with the development of:

  • Customer Satisfaction Report

  • Stakeholder Experience Strategic Framework, including actionable recommendations

  • Pilot Study conducted with select units in the organisation

Demonstrated CX/CRM Skills

  • Customer Satisfaction Surveys

  • Data Analytics

  • Recommendations for Organisational Improvement

  • Action planning and Implementation

  • Development of a Stakeholder Experience Strategic Framework


  • A deeper understanding of customer experience, satisfaction and pain points

  • Actions implemented within the organisation in order to assist with the realisation of tangible change

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