Furniture coatings in europe a survey of customer satisfaction
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Furniture Coatings in Europe: A Survey of Customer Satisfaction. “ None of the four biggest suppliers is the same, either in the needs of their customers or in the areas they perform well in.

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Furniture Coatings in Europe: A Survey of Customer Satisfaction

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Furniture coatings in europe a survey of customer satisfaction

Furniture Coatings in Europe:A Survey of Customer Satisfaction

“None of the four biggest suppliers is the same, either in the needs of their customers or in the areas they perform well in.

In a market where consolidation has been the over-riding focus of attention in recent times, it is apparent that there is still genuine choice in the market.”

Brian Balmer

Research Analyst

Frost & Sullivan


Furniture coatings in europe a survey of customer satisfaction

Background Information

  • 140 end-users interviewed

  • Smallest customer uses under 1 tonne

  • Largest customer purchased 200 tonnes per year, not including solvents

  • Total annual consumption from known data (for 117 end-users) 4,600 tonnes


Purchasing process

Purchasing Process

  • Drivers and Restraints of purchasing

  • Analysis of how frequently suppliers visit customers, and identification of key decision-makers in different types of end-user company

  • Supplier loyalty and the use of more than one supplier


Customer needs

  • Product Brand and Range

  • Technical Performance

  • Pricing

  • Customer Service

  • Delivery

  • Type of Furniture

  • Annual Consumption

  • Region

  • Key Decision-Maker

Customer Needs

  • Analysis of variations in customer needs by four main demographic sets:

  • Identification of the most important customer needs in each of 5 major categories:


Customer satisfaction analysis

Customer Satisfaction Analysis

  • Generic analysis of customer satisfaction by key demographic groups

  • Performance of the leading suppliers


Market positioning

Market Positioning

  • Importance of different issues to the customers of a single supplier

  • Comparison with perceived strengths for this supplier


What to do next

What to do next

For more information

Call 44 (0) 1865 398662 or e-mail

[email protected]


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