Customer Perception & Market Positioning Research For Leading Brand

Sector: Renewables, Energy & Environment

Location: Cheshire

Website: https://www.electricaloilservices.com/

The Research Project

The Mackman Research team was commissioned to provide a strategic marketing plan for the company, and the customer survey was the foundation for this project. The study was carried out to help EOS gain more insight into its current service levels, identifying strengths and weaknesses to help EOS implement changes to foster competitive advantage.

Brand Facts

• EOS is a privately held company (GmbH in Germany / Ltd in the UK), founded in 1999 with around 11–50 employees.
• Headquartered in the UK and Germany, with their main locations being:
  • Ellesmere Port, Cheshire, UK (Bridges Road, CH65 4EQ)
  • Hamburg, Germany (Oehleckerring 6a, 22419)
  • Duisburg, Germany (Krabbenkamp 11, 47138)
• specialises in insulating oil solutions—new and regenerated—as well as transformer services such as on‑site regeneration, logistics, analysis, and disposal
• EOS operates with an environmentally focused “Closed‑Loop” business model, championing oil recycling to support transformer longevity and reduce waste across Europe.
• Boasts over 60 years of combined expertise, with mobile processing units and fixed facilities servicing utilities, industrial clients, and power operators .

Customer Feedback Results

From EOS’s customer population, the research achieved a confidence level of 95% and a confidence interval of +/- 7.48%. It was evident that EOS has a dedicated customer base that considers them to be the market leader for the supply of reclaimed insulating oil.

Research Aims & Objectives

The research aim was to evaluate overall customer satisfaction and perceptions of EOS’ brand and services. It also sought to understand how EOS compares with competitors, and assess the effectiveness of their website and communication methods. The research objective was to inform a future rebrand and strategic business development for EOS.

The Research Design & Methodology

In collaboration with EOS, Mackman Research designed a questionnaire in relation to EOS’s customer service provisions but also asked questions about the perception of the company brand, competitors and use of the company website. Clients were invited by a letter from the Sales Manager of EOS to take part in the survey. EOS provided the customer contacts database, which contained a mix of email and telephone information. Survey participation was either in the form of a telephone interview or an online survey. The telephone interviews lasted approximately six minutes with a Mackman researcher. Numerous attempts were made to book a convenient time to conduct the survey with as many contacts as possible in the five week calling period, and customers were sent email reminders to encourage them to take part and to notify them of the closing date of the survey.

Research Outcomes

Mackman Research analysed the data from the mixed collection survey and prepared a findings report with detailed recommendations based on the outcome. The customer satisfaction results for EOS demonstrated first-rate levels of service for their industry sector and highlighted areas where further improvement can be made. The study has informed EOS about potential future developments for the business and provided competitor information. The information gathered was also used to inform a re-brand of EOS Ltd which includes logo and strapline design.

What The Client Says

It was a great piece of work which confirms feelings we have had about the business and this data is invaluable in substantiating this information. This evidence will help EOS improve and make precise business decisions for the future.

Andy Bartram, Sales Manager – EOS Ltd.