Furniture%20Coatings%20in%20Europe:%20A%20Survey%20of%20Customer%20Satisfaction

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Furniture Coatings in EuropeA 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
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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

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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

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Customer Needs

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

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

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Customer Satisfaction Analysis

• Generic analysis of customer satisfaction by key
  demographic groups
• Performance of the leading suppliers

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Market Positioning

• Importance of different issues to the customers
  of a single supplier
• Comparison with perceived strengths for this
  supplier

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What to do next

• For more information
• Call 44 (0) 1865 398662 or e-mail
• enquiries_at_fs-europe.com