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.
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 »
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?”
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.