Helping you get an edge.

The process

6 steps to increased understanding of what customers really want.

The Questions.

Together we develop a questionnaire that covers all relevant issues in your business process.

There are usually 20-30 questions covering issues such as sales, ordering, delivery, price, complaints handling, service and support.

The set of questions is unique to your company and your customers.

If you trade internationally, we will translate the questions into the languages used by the customers.
Selection of Customers to Interview.

Together we decide how many customers we need to talk to for representative results.

Any customer details you supply will be treated in the strictest confidence and will not be used for any other purpose.
Phone Interviews.

Your customers will be contacted by phone. But we don’t ‘cold call’. A letter of introduction and explanation is always sent by you before we phone.

Phone surveys yield better response rates and better quality of responses than if done by mail or on the web.

The interview is carried out in the customer’s language. It makes it easier for her or him to add comments and suggestions which increase the value of the survey.
Introduction Letter.

Customers are happy to help if they have first had a letter from their supplier.

The letter is a valuable marketing tool in its own right. It shows that you care about your customers and are committed to improve your services to them.
The Report.

When we have completed the interviews we analyse the data and produce a full report.

We show you both the positive and the negative.

To help you prioritise we show you which issues have the strongest impact on Customer Satisfaction.
The investment.

The price of a survey depends on the number of customers we need to contact, the number of countries and the number of questions.

Customer Satisfaction surveys guarantee a high return on investment when the findings are turned into actions that are efficiently implemented.