Plastic Ingenuity Template
Transcript: thermoforming your vision 2016 Voice of the Customer Initiative Assessing Customer Satisfaction, Competitive Position, and Future Growth With Current Customers JOB FUNCTION** REVIEW OF RESEARCH SCOPE AND APPROACH REVIEW OF RESEARCH 8% 38% 21% 33% Interview methodology was similar to the previous VOC survey conducted in 2012 › Interviews lasted between 35 and 45 minutes on average › Plastic Ingenuity was identified as the sponsor; no incentives were used In total, 25 customers / 49 respondents* were interviewed during August –September 2016 › Customers were targeted across three core markets (retail, food, and medical) › Multiple job functions were interviewed YEARS WITH PI *total in 2012: 26 customers / 42 respondents **Some respondents had multiple functions MANAGEMENT PURCHASING OPERATIONS TECHNICAL / ENGINEERS / R & D < 1 YEARS 1-3 YEARS > 3 YEARS 40% 54% 6% REVIEW OF RESEARCH OBJECTIVES Other Demographic Data SERVICING PLANTS 24 12 9 3 CROSS PLAINS, WI MAZOMANIE WI OXFORD, NC MAUMELLE, AR MARKET RETAIL FOOD MEDICAL 43% 33% 23% RESPONDENTS 48 Review of Research Objectives KEY AREAS OF FOCUS FOR 2016 VOC Measure customer loyalty: Net Promoter Score.Understand movement in the score vs. previous VOC Discover how Plastic Ingenuity performs against key buying criteria: quality, delivery, service, price, etc. Benchmark Plasticc Ingenuity’s performance against competition Uncover areas for potential future growth Seek to understand closer ways of working / greater collaboration Define top improvement actions that will strengthen relations RESEARCH FINDINGS What’s it like working with PI? Top Improvements for Plastic Ingenuity Top Strengths of Plastic Ingenuity Performance Ratings The Net Promoter Score Revisited Go-to Supplier TOPICS 1 4 2 5 3 6 1 What’s it like working with PI? ® OVERALL IMPRESSIONS OF PLASTIC INGENUITY NET PROMOTER RESULTS TOP STRENGTHS AND WEAKNESSES ® WHAT'S IT LIKE WORKING WITH PI? Generally speaking, what has Plastic Ingenuity been like to work with? Q. Respondents frequently used the word “trustworthy” when describing Plastic Ingenuity. › “If there were something above awesome I’d use it.” (GSK – Gautam Debnath) › “It’s a true partnership.” (RR Donnelley – Kate Twomey) › “They’re one of our top suppliers. I would trust them to do the right thing.” (Spectrum Brands – Mark Codde) › “Plastic Ingenuity is very highly regarded. They seem to be honorable people. My people are impressed.” (International Paper – Jon Ernst) 90% 8% 2% POSITIVE NEUTRAL NEGATIVE 2016 (48) What’s it like working with PI? Top Improvements for Plastic Ingenuity Top Strengths of Plastic Ingenuity Performance Ratings The Net Promoter Score Revisited Go-to Supplier 4 2 5 3 6 TOPICS 1 ® Top Strengths of Plastic Ingenuity 2 TOP STRENGTHS FOR PLASTIC INGENUITY Q. Top of mind, name the top two to three strengths for Plastic Ingenuity. PERCENTAGES CORRESPOND TO TOTAL RESPONDENTS ACCOUNT SUPPORT TECH. SUPPORT / DESIGN RELIABLE DELIVERY VALUED PRODUCT QUALITY INNOVATION 73% 55% 26% 19% 29% 45% 44% 27% 27% 25% 2016 (48) 2012 (42) KEY TAKEAWAYS > Top strengths are largely similar to first VOC results > Some decline in mentions of “innovation,” balanced with impressive gains in “technical support / design” & “reliable delivery” ACCOUNTS SUPPORT | EXCELLENT SERVICE PROBLEM RESOLUTION RESPONSIVE “They have a great policy for quality issues. If there’s an issue, they’ll be to your facility within 24 hours. They’ll find the solution themselves. Some vendors expect you to figure out the problem.” > “They always provide technical support or solutions to our needs. Bill Fields will push until he gets the answer to get things done. He’s a partner that executes and pushes problems through.” > “If I have a request, they respond quickly.” “Being on top of any issue we tell them about is a huge strength. They’re great at problem-solving. They’re responsive.” > “They’re very responsive. They take care of things.” “If we have a problem with the package, they respond quickly —almost immediately; we’re able to resolve the problem without any effect on the customer.” > > > TOP STRENGTH | TECH SUPPORT / DESIGN DESIGN TEAM TECHNICAL EXPERTISE “They’re strong in design. They have good expertise in thermoforming.” “My counterparts in R&D would praise them on their design and engineering work.” “Their technical expertise is top-notch. They solve some pretty difficult challenges.” “Their knowledge in the realm of thermoform outshines the others we’ve worked with.” > “Their technical expertise is very good. We had an issue and the next day they sent a team and resolved it.” > > “They’re very good at design and tooling—probably the best I’ve ever seen. Their engineering is superb; their tooling is excellent. I can’t say enough about the Oxford plant.” “Design is a top strength. They have a fantastic design team. They have the fastest design team. They always come to me with exactly what I’m looking for and a second sample that pushes the limit. That’s what I
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