360 Customer insight in relation to the acquisition of Malaysian payroll outsourcing company

Situation

Our client, a foreign private equity firm, required a thorough understanding of the target’s customer behaviours for payroll outsourcing and global mobility services, and sought insights through a “voice-of-the-customer” survey

Approach

• Assessed customers’ key purchasing criteria for payroll outsourcing providers

• Gathered customers’ experience, views, and tangible outcomes on the target’s services

• Obtained customers’ perception on other value added benefits or services provided by the company as compared to its competitors’ offerings

• Evaluated the propensity for customers to continue engaging the target, and the potential risks of switching to competitors

• Synthesised and analysed “voice-of-the-customer” survey insights

Impact

• Developed a holistic view of the company’s customer behaviour through segmentation analysis of key revenue verticals
  

• Identified actionable items for the client post-investment through a detailed SWOT analysis based on the Customer Surveys

• Leveraged Power BI to generate dashboards for analysing quantitative feedback from surveys conducted by PwC Malaysia, and benchmarking the results with past Customer Satisfaction Surveys conducted internally by the company

Snapshot of Customer Surveys

Comparison via Power BI