Increasing Customer Satisfaction with Touch Points: Why Delivery Style Matters

August 23rd, 2013

It is easy to see the connection between a superior product and high levels of customer satisfaction, but some of our clients fail to completely appreciate the benefits of properly presenting and delivering their products.  We recently completed a customer satisfaction survey for a consumer products client that focused on evaluating overall satisfaction with products and delivery services.  Any company that has a significant “delivery phase” toward the end of the transaction can benefit from our findings. Read the rest of this entry »

Implementing a Customer Satisfaction / Follow-Up Program

December 6th, 2011

Direct Opinions President, Darlene Campagna served on a customer satisfaction panel at the DiJulius Group’s Secret Service Summit, which was held in November 3-4th in Cleveland Ohio.  For those who were unable to attend this informative two day customer satisfaction conference, we are including some of the questions posed by the audience, along with Darlene’s responses. Read the rest of this entry »

“What” To Consider In A Customer Satisfaction Survey

October 18th, 2011

In a previous posting, we outlined a simple framework to assist organizations in helping determine what to consider when establishing a customer satisfaction initiative.  Knowing what your customers truly think is critical to keeping your customers– and keeping your profits.  By identifying the needs, wants, and expectations of your customers, your business is able to maximize customer satisfaction and retention and as such build loyalty.

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The 5 W’s of a Customer Satisfaction Survey

October 12th, 2011

Knowing what your customers truly think is critical to keeping your customers– and keeping your profits.  While companies invest heavily in sales and customer service, too often they cut corners and leave the very important task of understanding what will create loyal, happy customers to an insufficient or informal collection process.  By identifying the needs, wants, and expectations of your customers, your business is able to maximize customer satisfaction and retention.  Read the rest of this entry »

Customer Satisfaction Survey Company Moves to Better Serve Client Needs

May 5th, 2011

After six years, we are moving our corporate headquarters from the east suburbs of Cleveland to Independence, Ohio. According to Darlene Campagna, President of Direct Opinions, “We were looking for a new space that would allow us to unleash the creative potential of our team.  The new office is the perfect mix of well conceived space and technology.  Our move will allow us to serve our client needs better than ever before.”

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Customer Satisfaction Surveys: Planning for Economic Recovery Part I

January 28th, 2011

2009 was a year of monumental change for American businesses.  Questionable lending practices, coupled with the proliferation of mortgage backed U.S. securities combined in a perfect storm that brought much of the world economy to a standstill.  Read the rest of this entry »

Direct Opinions Develops New Customer Satisfaction Measurement Tool with Author

May 5th, 2010

Direct Opinions is pleased to announce a new customer satisfaction measurement tool C-SAT (Company Service Aptitude Test) available through the DiJulius Group. Direct Opinions assisted author John DiJulius in developing the test for his new book, What’s The Secret? (Wiley; May 2008; $27.95; Hardcover).

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Direct Opinions = Customer Satisfaction Surveys

October 28th, 2009

Right now, during an economic downturn could be the most important time in the past 50 years to be working on customer retention and customer satisfaction.

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