Liaison(s): LP Raman, Himanshu Nivsarkar
Founded in 1902, 3M is an American multinational corporation and is among the leading manufacturers of products for many of the markets it serves today. 3M is diversified with a global presence in the following businesses: Safety and Industrial; Transportation and Electronics; Health Care; and Consumer. The project scope for this Team Master’s Project involves 3M’s Biopharmaceutical Purification business, which is housed within the Separation and Purification Sciences Division. Through their Biopharmaceutical Purification subdivision, 3M has become a market leader in supplying the most effective depth filter technology within diverse product portfolios.
The KGI TMP team engaged in an exploratory study to further understand what biopharmaceutical customers think about 3M’s depth filter business. This was conducted via a customer satisfaction survey utilizing a Net Promoter Score (NPS) framework. The NPS survey categorized customers as either promoters, detractors, or passives based on their NPS response. Detractors (score 0-6) are unhappy customers who can damage 3M’s brand and impede growth through negative word-of-mouth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Promoters (score 9-10) are loyal enthusiasts who will keep buying and referring others, fueling business growth.
The survey provided insight on customer views and allowed the team to analyze quantitative and qualitative trends related to factors affecting perceptions of 3M’s products and technical abilities. The team provided recommendations to 3M to help improve customer loyalty and overall customer experience, as well as what could be done to convert detractors and passives to promoters.