[Success Story Released] MindShare Provides End-to-End Support for a Major IT Company's First Customer Satisfaction Survey, Establishing a System for "Strategically Creating Results"
MindShare supported a major IT company in conducting its first customer satisfaction survey, addressing challenges related to unclear customer status and improvement priorities. This established a survey system capable of strategically generating results.
📋 Article Processing Timeline
- 📰 Published: April 8, 2026 at 19:00
- 🔍 Collected: April 8, 2026 at 10:31
- 🤖 AI Analyzed: April 20, 2026 at 20:42 (298h 11m after Collected)
## Background of Support ― Challenges of Unclear Customer Status and Improvement Priorities
MindShare supported a major IT company with long-selling products that lacked a system for quantitatively understanding customer satisfaction and faced the following challenges:
- Customer satisfaction surveys had not been conducted, and a system for collecting regular feedback was undeveloped.
- The implementation flow, target setting, and questionnaire design for the initial survey were not established.
- There was a need to ensure the survey was not a one-off event, but rather to clarify improvement priorities and link them to organizational improvement.
In essence, there was no system in place to collect customer needs and requests to improve quality or enhance customer relationships.
## Comprehensive Support from Survey Design Review to Analysis Framework Construction and Improvement Priority Organization
MindShare provided three types of support to address the aforementioned challenges faced by the client company:
1. **Survey Design and Definition of Evaluation Axes**
Evaluation items for each customer touchpoint were clarified, and a design was constructed to capture the interrelationships between touchpoints, rather than relying on a single satisfaction index. This made it possible to determine which areas should receive improvement resources.
2. **Design Reflecting User Perspective (User Experience)**
The design was enhanced to better grasp the actual customer experience, based on real usage conditions. This allowed for the acquisition of data that reflected actual user experience (CX), without being biased towards evaluations from specialized departments.
3. **Aggregation, Analysis, and Action Proposals**
A framework for determining improvement priorities was built, from data aggregation and analysis. By presenting this in a common language to both management and on-site staff, a foundation was established for rapid discussion and action within the organization.
By comprehensively rebuilding the CS survey from design to implementation and utilization, the survey was transformed from merely "conducting" it to a "mechanism for creating results."
## Converting Customer Insights Gained from CS Surveys into Improvement Priorities
Through this project, the client company achieved three major outcomes:
- Visualization of evaluation trends and issues for each customer touchpoint.
- Clarification of improvement priorities, providing clues for optimization.
- Establishment of a planning and implementation flow for next actions based on survey results.
Through these achievements, customer satisfaction surveys evolved from a mere data collection task into a foundation for the organization's improvement decision-making process.
## Learn More
Details of the case study can be viewed here.
Keywords: Marketing, Business, Customer Satisfaction Survey, Strategy, Satisfaction, IT Company, Success Story, Consulting, Improvement
MindShare supported a major IT company with long-selling products that lacked a system for quantitatively understanding customer satisfaction and faced the following challenges:
- Customer satisfaction surveys had not been conducted, and a system for collecting regular feedback was undeveloped.
- The implementation flow, target setting, and questionnaire design for the initial survey were not established.
- There was a need to ensure the survey was not a one-off event, but rather to clarify improvement priorities and link them to organizational improvement.
In essence, there was no system in place to collect customer needs and requests to improve quality or enhance customer relationships.
## Comprehensive Support from Survey Design Review to Analysis Framework Construction and Improvement Priority Organization
MindShare provided three types of support to address the aforementioned challenges faced by the client company:
1. **Survey Design and Definition of Evaluation Axes**
Evaluation items for each customer touchpoint were clarified, and a design was constructed to capture the interrelationships between touchpoints, rather than relying on a single satisfaction index. This made it possible to determine which areas should receive improvement resources.
2. **Design Reflecting User Perspective (User Experience)**
The design was enhanced to better grasp the actual customer experience, based on real usage conditions. This allowed for the acquisition of data that reflected actual user experience (CX), without being biased towards evaluations from specialized departments.
3. **Aggregation, Analysis, and Action Proposals**
A framework for determining improvement priorities was built, from data aggregation and analysis. By presenting this in a common language to both management and on-site staff, a foundation was established for rapid discussion and action within the organization.
By comprehensively rebuilding the CS survey from design to implementation and utilization, the survey was transformed from merely "conducting" it to a "mechanism for creating results."
## Converting Customer Insights Gained from CS Surveys into Improvement Priorities
Through this project, the client company achieved three major outcomes:
- Visualization of evaluation trends and issues for each customer touchpoint.
- Clarification of improvement priorities, providing clues for optimization.
- Establishment of a planning and implementation flow for next actions based on survey results.
Through these achievements, customer satisfaction surveys evolved from a mere data collection task into a foundation for the organization's improvement decision-making process.
## Learn More
Details of the case study can be viewed here.
Keywords: Marketing, Business, Customer Satisfaction Survey, Strategy, Satisfaction, IT Company, Success Story, Consulting, Improvement