Surveys and Market Research by Telephone
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Customer Relationship Surveys
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- Direct Opinions
- 6060 Rockside Woods Blvd.
- Suite 335
- Independence, OH 44131
- (216) 831-7979
- Toll free 1-800-694-7612
- webinquiries@directopinions.com
Customer Satisfaction Surveys for the Pharmaceutical Industry
A leading supplier of software and hardware for the pharmaceutical industry wanted to evaluate their Account Management process to determine customer perceptions of their recently reorganized customer account management process. The client engaged Direct Opinions to conduct a customer satisfaction survey, hoping to determine awareness of their new account managers and satisfaction with the frequency and content of customer touch points. The survey was designed to answer such questions as “Are we contacting you? Are we providing the appropriate information to you? Do you even know who your account manager is?”
Customer Satisfaction Surveys: Auto Service & Maintenance Follow-Up
A prominent nationwide chain of automotive repair centers contacted Direct Opinions to conduct customer satisfaction surveys. The client’s repair centers stock thousands of auto parts for various makes, models, and years of customer vehicles. In an effort to monitor and improve satisfaction with key services within their organization, and as a means of evaluating and maintaining product quality standards on an ongoing basis, the client has set a standard “minimum” threshold or satisfaction goal for specific services and related products.
Market and Brand Awareness Surveys: Diebold Case Study
Diebold is a leading Producer of ATM’s and Security Systems. With more than 14,000 associates in nearly 90 countries worldwide, Diebold is a global leader in providing integrated self-service delivery and security systems.
Challenge
A critical aspect of this organization’s growth strategy is global expansion. To this end, a marketing communications plan was implemented to increase awareness of the company’s products and services in markets such as the United States, France, Germany, Italy, Australia, Hong Kong and South America. To determine the success of the marketing communications plan, an international market research initiative was needed.
Automotive Service Follow-Up Surveys: Midas / Monro Case Study
Midas is one of the world’s largest providers of automotive service, including brake, maintenance, tires, steering, suspension, and exhaust services with more than 1,600 franchised and company-owned Midas locations in the United States and Canada.
Challenge
Automotive related industries are highly competitive. Car dealers, muffler shops and brake specialists must provide top-notch service to distinguish themselves from the large number of competitors in their industry. Additionally, they must provide consistent service across all locations to ensure positive word-of-mouth advertising. The challenge these companies face is how to objectively monitor the customer experience.
New Product Evaluation Surveys: Avery Denison Case Study
Avery Denison, a global leader in pressure-sensitive technology and innovative self adhesive solutions, develops, manufactures and markets a wide range of products for consumer and industrial markets.
Challenge
Direct Opinions worked with a division of this company that manufactures an adhesive “film” material used by printers to create graphic markings for trucks. The project goal: to have end-users specify the use of this product when ordering graphics from their printers.
Corporate Relocation Satisfaction Surveys: SIRVA Case Study
Challenge
SIRVA is a leading provider of relocation solutions, providing services to a well-established and diverse customer base around the world, conducting more than 400,000 corporate, government and private relocations annually. The company operates in more than 40 countries with over 7,000 employees and an extensive network of agents and other service providers in over 175 countries. The company also provides a variety of services that support drivers, fleet owners, and van line agents. With such a diverse operations, they needed a mechanism for monitoring the quality of the services provided.
Transaction Follow-Up Surveys: Planning For Economic Recovery Part II
Moving forward into 2011 it will be important to understand what’s happening with customers from an operational standpoint. This is where transactional follow-up surveys will come into play.
Customer Satisfaction Surveys: Planning for Economic Recovery Part I
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 »
Mystery Shopper Scam Alert – Beware Direct Opinions Impostors
An open letter from our CEO:
I am writing to alert people who may have received a solicitation to conduct a “Western Union Mystery Shopper” job. Please be aware that Direct Opinions does not conduct mystery shops nor do we have an office outside of Ohio. We have learned this is a scam being perpetrated by a group outside the United States and they have misappropriated our name to perpetuate consumer employment fraud and are posing as an office of Direct Opinions. We wish to assure our clients and customers that our Cleveland-based Telephone Survey company is in no way connected with this solicitation.
Net Promoter® Scoring
Direct Opinions’ services use the concept of Net Promoter Score ™ (NPS), developed by Fred Reichheld of Bain & Company, and Satmetrix. This customer-focused metric helps organizations do a better job of building better, more customer-centric companies.