CASE STUDY

MCAA Benchmarks Customer Satisfaction and Loyalty for its Member Companies

About Measurement, Control and Automation Association (MCAA)

The Measurement, Control and Automation Association (MCAA) is a large industry association of manufacturers and distributors of instrumentation, systems and software used in industrial process control and factory automation around the world. They have more than 100 member companies
ranging from leading multi-national companies to niche – oriented providers.

The Challenge

To better understand the business environment and challenges facing its members. MCAA needed industry benchmarks for customer satisfaction and loyalty, and detailed customer satisfaction studies for individual member companies to enhance their value and service to their members, driving member satisfaction, loyalty and advocacy.

The PeriscopeIQ Solution

Working closely with MCAA and based on substantial research, PeriscopeIQ developed multiple surveys to meet the needs of the association’s varied member companies, including manufacturers selling direct to end users and manufacturers selling through channel partners and distributors. While MCAA offered the survey to its member companies, PeriscopeIQ deployed and managed every aspect of the solution, including delivering the annual reports to each participating company.

“MCAA is a leader in serving its members through a wide range of unique initiatives, including creating industry benchmarks for customer satisfaction and loyalty,” said Dr. Pawan Singh, the CEO of PeriscopeIQ, “but what was most interesting was it simultaneously provided detailed data of its own customers’ insights to each of the members. PeriscopeIQ designed, implemented and provided the detailed reports of its own customers and industry benchmarks to each participating organization. PeriscopeIQ developed customized metrics for MCAA and assured data confidentiality for each member’s data. PeriscopeIQ also led executive briefings to provide deep insights as well as offered comparative perspective across industries. Since PeriscopeIQ was able to set up an integrated system allowing MCAA members to share the cost, the members were able to get very high quality data and insights at a very economical cost.”

The Value

By offering PeriscopeIQ’s solution to its members, MCAA is able to enhance its own value proposition. Additionally, participating member companies are able to use the data each year to identify strengths and weakness, benchmark themselves against the industry and set operational plans for future success.

With PeriscopeIQʼs sophisticated, online assessment platform, MCAA is able to provide a turnkey tool to its members and both the association and its members can gain valuable insight into the market.

Industry:

Trade Association, Non-Profit

Problem:

To provide industry benchmarks for customer satisfaction and loyalty, and detailed customer satisfaction studies for individual member companies to enhance their value and service to their members,

Solution:

PeriscopeIQ, working closely with MCAA, developed and managed multiple surveys and delivered the annual reports to each participating company

Menu