Omnisyst: Evolving the Offer Starting from the Voice of the Customer

A listening project to drive innovation and strengthen positioning in the environmental sector

The Challenge

In a rapidly changing market such as industrial waste management, Omnisyst has chosen to invest in an in-depth listening path to consolidate the relationship with its customers and intercept new development opportunities.

The objective was twofold: to evaluate the current perception of the brand and its services , and to collect useful elements to enhance the value proposition , particularly in the area of sustainability and the circular economy.

The Research Approach

The customer satisfaction survey was divided into several phases, combining qualitative and quantitative tools and involving consolidated customers and strategic prospects.

🔹 9 in-depth interviews with customers from different sectors, to explore in detail the experience with Omnisyst, expectations and emerging needs.

🔹 5 qualitative interviews with prospects , to understand pre-contact perceptions and identify levers of attractiveness.

🔹 Online customer survey on a significant sample of customers, aimed at measuring key indicators of satisfaction and preference (e.g. NPS and ITB), and at extensively validating the insights that emerged in the qualitative phase.

The activities were managed by a mixed team with qualitative and quantitative skills , ensuring the right balance between analytical depth and operational concreteness.

The Benefits of Research

This project represented a strategic step in Omnisyst's path towards a proposal increasingly consistent with market evolutions.

In particular, it allowed to:

✔ Strengthen the bond with customers , recognizing the value of discussion and building an open and constructive dialogue.

✔ Evaluate the perceived positioning of the company , clarifying the differentiating strengths and the areas in which to continue to invest.

✔ Identify expectations and signals of change that can guide the development of future offerings.

✔ Measure the effectiveness of customer experience on a large scale, through objective and comparable indicators over time.

✔ Support the subsequent evolution of the corporate identity , offering a concrete and shared basis on which to build the new communication.

The Impact for Omnisyst

It also represented a turning point that preceded and fueled the subsequent work on image and communication, helping to make the values that have long inspired Omnisyst's work more visible and coherent .