B2B Customer Sentiment & Operational Performance Analysis

Utilized a hybrid collection method (Email & Web QR codes) to maximize accessibility in the APAC market, achieving a 60.4% total average participation rate.

Analyzed data by 3 business segments and 6 plant locations to identify high-performing benchmarks and laggards

Developed an 11-question matrix scored on a 10-point scale to quantify "Dissatisfied" (4.0), "Average" (6.0) "Satisfied" (8.0) & "Very Satisfied" (10.0) thresholds.

Identified that while Customer Service (9.2) and Product Delivery (9.0) are strengths, Product Design & Quality (8.6) and Innovation (8.5) are the primary drivers of downward pressure on the overall rating.

Discovered a significant performance gap between the Suzhou & Changzhou, China Plant (9.2 avg) and the Thailand Plant (7.3 avg), signaling a need for localized process intervention in Southeast Asia.

Extracted critical customer pain points through additional comments, such as "flexibility of fast-track delivery" (Changzhou Plant) and "long lead times" (Thailand Plant).

Expert in survey instrument development, sampling methodology, and multi-channel data collection (WeChat/Email).

Bridged the gap between "what" the data says and "why" it matters, specifically in identifying root causes for regional variance in customer satisfaction.

Skilled in translating raw plant-level KPIs into executive-level insights that drive localized intervention strategies.