1.

Assessing Communications Points – We conduct a complete assessment of the communication points between your company and your customer. From the time the order is received to the time the product is delivered we want to know what drives action and communications between companies.

2.

Developing the Survey Instrument – Information from #1 is used to develop a detailed but concise survey instrument.  Questions are often grouped by operational function, i.e. sales and estimating, order entry and follow-up, product, and technical issues, and warranty. Resulting are a mix quantitative and qualitative responses, and items are always designed with your specific company in mind.

3.

Confirming the Customers Point of View – The survey instruments are then used to gather customer perspectives.  This is often done over the phone.  Customers know ahead of time that the call is coming and that your company is implementing the program so that they can improve the service or product they are offering.

4.

Turning the Survey Results into Actionable Items – Survey results are used to formulate an action plan designed to improve customer communications and satisfaction levels, provide insight into changes that will ensure customer retention, and identify opportunities to build additional sales.