Helping UGAP (a generalist purchasing centre for public structures) to optimise the customer experience.
Helping UGAP (a generalist purchasing centre for public structures) to optimise the customer experience.
To combine the macro and micro visions.
Phase 1: Documentary research, web listening and web research to identify customer expectations and best practices of the best-rated companies in terms of customer relations;
Phase 2: Individual telephone interviews with UGAP clients and clients of reference companies and competitors.
Awareness of management and all UGAP actors in the customer journey of the challenges to be met; The results were integrated with those of other studies and presented to the General Management to help define the 2019 strategy.
