Mapa potrzeb klienta na przykładzie systemów stropowych
Customer Needs Map on the Example of Floor Systems

Summary/Abstract: The aim of the article is to present the customer needs map as a universal tool in the customer service process on the example of floor systems, as well as to provide a simplified description of the characteristic features of this market with regard to the popularity of the specific solutions and the determinants of selection of this product. The contribution draws on the available literature and a questionnaire survey carried out within the project entitled “The Polish market of floor systems” completed in the period from September 2015 to February 2016. As the research results reveal, the most popular solutions on the Polish market are monolithic floors as well as multi-rib beam and air block floors. Apart from the construction parameters, it is also the technical-economic criteria that play a vital role in the process of selection of a given floor system. At this point, the key factors are price, time-effectiveness and simplicity of construction. The technical criteria subjected to evaluation were the following: thermal insulation, noise insulation, the finishing of the lower surface, health protection and environment-friendliness. In this respect, contrary to prior expectations, noise insulation turned out instrumental. Based on the factors and criteria set out in the survey, a special map of customer needs relevant for the process of selection of a floor system has been created. Among other purposes, the map is supposed to enable a more profound relationship with customers, individualisation, streamlining and unification of the customer service process, as well as a better understanding of their needs. Apart from streamlining the customer service process, the customer needs map may stimulate the realisation of the strategic targets of the company as regards long-lasting competitive advantage built upon a complex, multi-dimensional product.

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