SunStream, an IT service provider that works with farm credit lending institutions, wanted a better understanding of their customers' satisfaction with their business, including the opinions of associations' CEOs.

Padilla developed a mixed methodology (both qual and quant) approach to measure and understand how Sunstream was performing among the associations that use their services and gather specific feedback on the trust and effectiveness of its leadership team.​

Insights from these studies have provided six years of tracking data against a customer satisfaction benchmark and guided SunStream’s strategic planning, in addition to providing a pulse on the confidence CEOs have in the business and opportunities for improvement.​