QUALCOMM Incorporated – Wireless Business Solutions

About This Project

The Pulse Group worked with QUALCOMM’s transportation/wireless product division to develop a benchmark customer satisfaction program. Our work entailed developing a comprehensive research program that would accurately assess and measure customer satisfaction over time, rank satisfaction relative to purchase and re-purchase drivers, spot gaps in performance that may lead to loss of business and increase management understanding of customer needs and requirements for future product development. The research was conducted among all current customers (over 750+ completed responses) via the internet and research findings were weighted according to profit contribution. The Pulse Group also completed follow up customer satisfaction surveys in subsequent years measuring change from initial benchmark year and identifying reasons for change in satisfaction.