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 »

The Snowball Effect of Small Changes: Keys to Improving Patient Satisfaction Levels

August 22nd, 2013

At Direct Opinions, we spend much of our time designing, executing, and analyzing survey results to help our clients grown their businesses.  Although the data we collect during our surveys is of the most use for the clients we serve, some of the information we discover answers the age-old question we hear each day…..”Why should I survey my customers, patients, and clients?”  A recent health care patient satisfaction survey conducted by Direct Opinions is case in point. 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.

Read the rest of this entry »

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 Surveys for the Pharmaceutical Industry

April 11th, 2011

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?”

Read the rest of this entry »

Customer Satisfaction Surveys: Auto Service & Maintenance Follow-Up

April 8th, 2011

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.

Read the rest of this entry »