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<td colspan="2">Customer Satisfaction
Surveys
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<td width="61%" class="boxlist"><em>....for a competitive advantage and understanding of </em></td>
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<td class="boxlist"><em>customer
satisfaction perceptions</em></td>
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<td class="boxlist">Could <em>a Customer Satisfaction Survey</em> help you improve your commercial position? Do you know how your customers rate your products and service against your competitors? </td>
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<td class="boxlist">Do you know how your organization is regarded by your
customers?</td>
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<td class="boxlist">What really matters to your customers? Should you make
any changes to your service?</td>
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<td height="30" class="maintext">Understanding customers’ perceptions
will help you strengthen your offering and target your <br>
competitors’ weaknesses.</td>
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<td colspan="2" class="boxlist"><em>Some of the benefits of a Customer Satisfaction survey: </em></td>
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<td colspan="2"> <strong><em>Customer</em></strong><em>Satisfaction™
</em>surveys help<em> </em>companies by providing a comprehensive service
for: </td>
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<td width="525">Surveying customers’ attitudes & perceptions</td>
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<td>Identifying customers’ needs and priorities </td>
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<td>Measuring customers’ satisfaction </td>
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<td>Measuring customers’ commitment to your business</td>
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<td colspan="2"> A Customer Satisfaction Survey will help you to:</td>
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<td width="525">target your competitors’ vulnerabilities</td>
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<td>strengthen your service </td>
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<td>improve your customer relationships </td>
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<td>drive profitability </td>
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<td colspan="2"> by providing objective assessments and enabling you to focus
on key priorities.</td>
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<td class="heading">Customer Satisfaction Survey: <span class="boxlist"><em>A 2 Stage Approach</em></span> </td>
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<td class="maintext"> <strong><em>Customer</em></strong><em>satisfaction</em>™
<strong>Stage 1</strong>: We usually begin with a number of in-depth interviews
to understand the breadth of issues that are perceived to be of concern
to customers and to enable us to pilot test a questionnaire.</td>
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<td class="maintext"> <strong><em>Customer</em></strong><em>satisfaction</em>™
<strong>Stage 2:</strong> Is the quantitative phase, often conducted via
telephone. It may take the form of a census or a sample of the customer
base. By involving all your customers you could, in effect, send them all
a message saying how important they are to you. Asking for feedback is a
very powerful way of letting your customers know that you care.</td>
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<p align="center"><img src="images/custsatgraph.gif" alt="customer satisfaction survey chart" width="500" height="376"></p>
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<td height="58" colspan="2"> The attributes that are of lesser relative importance
may actually be the discriminators that are key to attracting new business.
All your competitors will have to perform relatively well amongst the most
important attributes or they will not remain in business for long!</td>
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<td width="284" height="120"><img src="images/staffprobesignoff.gif" alt="staffprobe logo" height="77"></td>
<td width="284" height="120"><img src="images/heawoodsignoff.gif" alt="customer satisfaction heawood logo" width="195" height="85"></td>
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<td height="44" colspan="2">For more information E-mail: post@heawood.com
or call 01625 582829</td>
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