South Africa, Feb. 12 -- In this case study, Insight Survey conducted a customer satisfaction study for a client that distributes medical equipment and medical consumables to healthcare and beauty industries, as well as local and national government sectors. The goal was not to chase a high score, but to uncover what actually drives loyalty and where it quietly starts to fray.

The research combined in-depth interviews with priority clients and online surveys with the broader customer base, ensuring both strategic and operational perspectives were captured.

At headline level, the results were strong. Overall service satisfaction averaged 8.5 out of 10, with 9 in 10 customers satisfied or very satisfied. Loyalty indicators were equally co...