Identifying the “best practices” of customer experience in B2B, and evaluate the UGAP customer experience

The Context

To help UGAP (a generalist procurement hub for the public sector) to optimize customer experience

The Challenge

To reconcile the macro and the micro

Our Approach

Phase 1: Desk research, Web Listening and web search, to identify the customers’ expectations and the best practices of top rated brands in terms of customer relationship, with a focus on B2B ;

Phase 2: 1-on-1 telephone interviews with UGAP clients, clients of reference companies and UGAP competitors

The Results

Phase 1: Desk research, Web Listening and web search, to identify the customers’ expectations and the best practices of top rated brands in terms of customer relationship, with a focus on B2B ; Phase 2: 1-on-1 telephone interviews with UGAP clients, clients of reference companies and UGAP competitors