Case Study: Leading Supplier of Technology Products solves overcapacity and boosts customer satisfaction with CFI Group

Leading Supplier of Technology Product - Customer Case Study

Leading Supplier of Technology Product, a long-established electronics retailer that recently expanded into product repair services, faced a sudden overcapacity problem as its repair facility neared maximum throughput. The company engaged CFI Group to analyze customer satisfaction data by tying survey responses to individual service tickets and determine how long repairs could be delayed before harming satisfaction.

CFI Group found the average repair time was 10 days, with no satisfaction benefit for returns earlier than the company’s 14-day estimate and a sharp decline in satisfaction after 14 days; however, simple courtesy calls raised customers’ tolerance to an 18-day turnaround. CFI Group recommended increasing average repair time from 10 to 14 days to use the four-day grace period and instituting corporate-wide courtesy calls for repairs expected to exceed 14 days, enabling the company to relieve capacity pressure and actually boost customer satisfaction with little or no added investment.