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Surveys
Cost:
Customer Satisfaction Surveys can take many forms from personal interviews with your customers, on-line surveys to surveys that are sent through the mail. As a result, the cost of each survey varies greatly. Call our Dallas office (972-406-1976) to discuss your needs and obtain a customized quote.
How it works:
We work with you to design your survey, collect customer responses, analyze your data and finally, implement a responding action plan.
What you receive:
- Executive Summary of strengths and opportunities for improvement
- Benchmark Comparisons to other organizations (including State and Malcolm Baldrige National Quality Award recipients)
- Favorable/Unfavorable Scores and Reports
- Top 10/Bottom 10 Questions
- All Questions
- Responses by Customer Demographic (e.g. customer type, territory)
- Frequency Distribution of Raw Answers
- Customer Verbatim Comments
- Our Recommended Action Plan
"Ask your best customers for their input. No one wants to pay more for products or services they buy regularly, but you can address that if you get feedback upfront... It's amazing what you can learn by simply talking to your customers, explaining the situation, then problem solving together on creative ways to address the situation... Remember, you're only in business because customers are willing and able to pay for what you're selling. Without them, you'll need to find something else to do. So look, listen and learn, because it's a lot more expensive to get them to come back once you've lost them.
Don't second guess your Customers. Don't risk working on the wrong things or making decisions that drive your customers away. Base your planning and actions on FACT. The only way to obtain the necessary FACTS is to go to the source."
Paige Arnof-Fenn - April 16, 2007
Typical Subjects Assessed in CUSTOMER SATISFACTION SURVEYS
Your Customers' perception of:
- Your Product - quality, price
- Your Service - ease of doing business with you, courtesy and knowledge of your people
- Your Processes - ordering, shipping, and delivery times
Your Customers' suggestions for:
- improving your products
- improving your service levels
- improving your processes
Your Customers suggestions for new lines of business, products and services that might enrich the relationship and your business.
Based on the Malcolm Baldrige National Quality Award criteria, your customer survey will be customized to suit your needs.
Why Use a Customer Satisfaction Survey?
"68% of customer defection takes place because customers feel poorly treated."
- Source: TARP
"It can cost five times more to acquire new customers than retain existing ones."
- Source: TARP
"Reducing customer defections can boost profits by 25-85%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition. "
- Source: NOP
Learn more about your company - Self Assessment >>
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