Overview

Customer satisfaction surveys provide the essential information companies need to attract new customers and retain current customers. Issues like customer satisfaction, usage of products/services, willingness to change suppliers, and the influence of price, quality and delivery can be addressed using a customer satisfaction survey - resulting in increased sales and efficient and effective marketing efforts.

Perspectives Consulting Group, Inc. tailors each customer satisfaction survey to meet the specific information needs of the company. Customer satisfaction surveys are conducted by telephone, fax, mail, or e-mail using the most effective method to provide the best response rate. Once the information is obtained, Perspectives Consulting Group, Inc. analyzes the information and provides direction for making decisions.

Customer Satisfaction Surveys

Although each industry and market is unique, some of the most common information collected from customer satisfaction surveys includes:

• Importance of factors like quality, price, service and delivery on purchase decisions
• Estimates of future purchasing/demand
• Evaluation of your company compared to others in categories like quality, price, service, and delivery
• Evaluation of salespeople and the sales process in areas like responsiveness, friendliness, technical support, and follow-through
• Suggestions for changes or improvements in products and services
• Sources of information used to select a supplier
• Interest in additional products or services that could be offered
• Value of various trade shows, trade journals, etc. for advertising purposes

Perspectives Consulting Group, Inc. has developed a simple process for conducting customer satisfaction surveys. The process starts by meeting with the company to identify the issues of concern. The survey is then developed to address those issues and meet generally accepted survey practices. On average, surveys are eight to ten minutes in length. Once the survey is approved interviewing is conducted over a two to three week period. Analysis of the data and preparation of the report is completed within a few weeks of interviewing. Upon completion of the report, the staff of Perspectives Consulting Group, Inc. will present the survey results to the company. Most customer satisfaction surveys require between eight to twelve weeks to complete depending on the amount of time required to develop the survey. The cost depends on the number of customers to be surveyed and the number of questions on the survey.

Customer Satisfaction Survey Outline

The following outline lists topics that could be included on a customer satisfaction survey:

Customer Satisfaction

• Level of satisfaction in each aspect of the company
• Reasons customers like and dislike the company
• Overall satisfaction level with the company as a whole

Competition

• Leading competitors to the company
• Strengths of the competition versus the company
• Important factors in selecting a company to work with
• Level of satisfaction with company compared to the competition

Demographics

• Years doing business with company
• Relationship involvement
• Job title
• Company name