Agilent Technologies
Agilent Technologies, the world’s premier measurement company for physicists, biologists and defense specialists, wanted to test customer satisfaction of their products.  Given the highly technical and diverse uses of their products, the research required a more in-depth approach than typically used in customer satisfaction research.  As part of a multiagency team, Maroon Society conducted in-depth interviews with Agilent’s clients.  Our interview protocol included identifying how each consumer defined customer service, and then evaluating how Agilent performed on each metric.  We identified how customers perceive Agilent products and services, and a clear roadmap of Agilent’s strength and areas for improvement. Agilent relied on these insights to increase customer satisfaction and expand client services.