Multiclient Customer Satisfaction & Loyalty
Breaking News: 25 February 2010
Townsend takes comprehensive look at customer satisfaction and loyalty among European Polyethylene Processors
Houston, TX — Beginning this month, more than 3,000 European Polyethylene processors will have the opportunity to provide extensive feedback to their resin suppliers regarding product and service offerings via the global market research firm,
Townsend Solutions.
Townsend is launching its 2010 Europe Polyethylene Customer Satisfaction & Loyalty Survey (CLASS). Sponsored by major polymer suppliers including Borealis, LyondellBasell and SABIC; Townsend’s CLASS programs are considered the industry standard for independent, third-party perspective and insight into the needs and expectations of the plastic processing community.
“Representing close to 17,000 KT of annual polyethylene consumption, Europe (Western, Central & Eastern), is one of the largest PE markets in the world,” stated David Anderson, Director of Global PE Consulting for Townsend. “The economic challenges of the past two years have dramatically affected several application segments for plastics, with the European market being among the worst hit. Customer requirements and expectations have changed, and as a result raw material suppliers are rethinking their service strategies. Participating in this survey is an unparalleled opportunity for PE buyers to provide candid opinions and valued feedback to their raw material suppliers.”
Townsend will explore plastic processors’ changing priorities and their satisfaction with the performance of resin suppliers on more than 15 key issues ranging from product performance to sustainability. For more information on Townsend CLASS programs, or to
schedule a convenient appointment to participate in the survey, please contact Ms. Barbara Mitchell, Director of Customer Research for Townsend at +1-281-873-8733 Extension 173 or visit
www.townsendsolutions.com.
About Townsend’s Multiclient CLASS Programs
To monitor shifting customer priorities, understand competitive threats and prioritize actions for change, the global plastic processing community has consistently relied on CLASS, Townsend’s industry acclaimed program for measuring customer loyalty & satisfaction, to effect the maximum favorable impact on their customer strategies.
Designed by industry, for industry. Based upon Townsend’s highly successful collaborative approach, multiclient CLASS programs are sponsored by a committee of industry suppliers. This committee, guided by Townsend’s customer research experts, designs all survey variables including timing, coverage, content and deliverables.
A customer centric approach. Aggressive pre-marketing, scheduled interviews conducted in native languages by industry trained survey professionals and Townsend’s unique interactive customer management system ensure highly actionable results.
Current CLASS Programs
CLASS Europe PE: In-Progress Now
CLASS America’s PE/PP: Launching April 2010
CLASS Middle East Compounding: Launching July 2010
CLASS Europe PP: Launching October 2010
Proprietary Customer Satisfaction & Loyalty
Townsend is the leading provider of ad-hoc customer satisfaciton and loyalty programs to the global plastics and specialty chemicals marketplace. Our methodologies, industry experience and native language capabilities ensure a customer centric approach that provides highly actionable data and customer insights.
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Why Townsend
Townsend has been the leading global business consulting firm to the plastics and chemicals industry for the past 30+ years. We have delivered thousands of studies to nearly all of the leading suppliers in the industry. Area’s of experience include polypropylene (PP), expanded polypropylene (EPP), high density polyethylene (HDPE), low density polyethylene (LDPE), linear low density polyethylene (LLDPE), ethylene vinyl acetate (EVA), butene, hexene, octene, polystyrene (PS), polyvinyl chloride (PVC), nylon, polycarbonate (PC), polyesters (PBT, PET, PETG), polyurethanes, urethanes, synthetic rubbers, catalysts and specialty chemicals.
Our global reach and extensive experience in profiling more than 40,000 plastics converter sites world-wide provide us with an un-paralleled edge. We have conducted recent work in North America, Central & South America, Western Europe, Central & Eastern Europe, East Asia, South Asia & Southeast Asia, the Middle East, and Africa. We have a highly trained, experienced professional staff and research call centers that regularly interview plastic resin producers, converters and compounders serving all major markets including automotive, building & construction, household, industrial, medical and packaging.