Borcci - 2019 Annual Engineering Customer Satisfaction Study
Company overview
Borcci (BORCCI) is a brand under the FOTILE Group, specializing in high-end kitchen cabinet solutions. Integrating product design, R&D, manufacturing, and sales, Borcci provides users with premium, integrated overall kitchen space solutions. Borcci's business operations cover three key areas: retail sales, engineering projects, and overseas markets, establishing a full-channel sales network comprising direct stores, distributors, e-commerce platforms, and real estate project channels. Thanks to its outstanding product craftsmanship and service philosophy, Borcci has built a strong reputation in the high-end kitchen cabinet market and is recognized as one of the leading premium kitchen customization brands in the industry.
Research background
In the context of increasingly intense market competition and continuously evolving customer demands, customer satisfaction has become a key metric for evaluating product quality and service capabilities. To systematically understand the real opinions of engineering partners and small end-users regarding Borcci's product design, delivery processes, installation quality, and after-sales service, and to identify current product weaknesses and service improvement directions, Borcci urgently needs to conduct a comprehensive customer satisfaction survey targeting engineering channel clients. This data-driven initiative will support continuous upgrades to products and service systems, enhancing customer loyalty and brand recommendation intent.
Research scope
In September 2019, Ningbo Borcci Integrated Kitchen Co., Ltd. commissioned CEIDEA Research to conduct the annual customer satisfaction survey. The survey targeted engineering partners, potential partners, and project end-users. Through telephone interviews, the study focused on users' satisfaction and recommendation ratings across key dimensions such as product design, construction coordination, delivery efficiency, communication responsiveness, and after-sales service. By combining quantitative and qualitative analysis, the study aimed to uncover genuine pain points and improvement suggestions during actual usage, providing empirical support for Borcci's product iteration and optimization of engineering partnership models.
Expected outcomes
This study will enable Borcci to comprehensively evaluate its brand performance and customer retention within the engineering client channel, identify key issues and optimization opportunities across various partnership stages. The research findings will form a systematic customer satisfaction and loyalty data model, supporting continuous improvements in product development, delivery management, and customer service operations. Additionally, the research report will provide strong strategic support for Borcci in formulating engineering channel customer management strategies, improving service response efficiency and partnership satisfaction, and strengthening its market competitiveness.
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