Emerald Grain - Annual Customer Surveys

Identifying changing customer habits to achieve long-term customer satisfaction and loyalty

Situation:

Emerald Grain is one of the largest grain marketing and supply chain businesses in Australia with a presence across Australia’s key grain growing regions and is a trusted supplier of quality Australian grain to over 35 countries across the globe.

For the past seven years, Emerald Grain has engaged Chase Consulting Group to conduct the annual survey with its grower-customers to find out how their preferences and behaviours are changing and how Emerald can improve their service offering.

Approach:

• Customer service performance
• Grower sentiment
• Brand performance
• Customer loyalty (Net Promoter Score);
• Behaviours and habits of their grower-customers
• Needs and expectations of each customer segment
• Grain growing and marketing decision factors

Results:

“Our annual survey highlights how our grower customers’ preferences and behaviours are changing and provides us with many deep insights into where the market segments are moving. These insights are integral to Emerald Grain’s strategic decision making and have emphasised the benefits of dynamic marketing strategy and the need for regular customer input.

The team at Chase are excellent to work with – each year we come up with a new challenge, new question, or new problem – Craig and the team go the extra mile to ensure we can uncover the customer insights we need. ”