Raosoft, Inc., Seattle,
WA
206-525-4025
raosoft@raosoft.com
206-525-4025
raosoft@raosoft.com
|
|
Raosoft, Inc., Seattle,
WA
206-525-4025 raosoft@raosoft.com |
|
| Parts Distributor Customer Satisfaction Survey | |
| Objective: | A parts distribution organization has a very competitive product line. There has been a change in the amount of sales and the response to sales by their customers. The use of a postcard-based customer satisifaction survey provided some insight as to the current attitude of their end-users and sales force. The information is considered vital but the low response rate and time delay in getting results from the postcards became a key management issue. |
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Process used: | An Internet-based survey was developed to replace the postcard system. The survey also incorporated an exisiting database so that specific customer and sales representative information could be updated at the time of the survey. With the use of demographic data, branching based upon data values, table-formatting and comment fields data on the issues and respondent comments was collected. |
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Benefits achieved: | Current customer satisifaction from both the sales representative agents and the end client has dramatically increased. Management has incorporated new business practices and policies and then test the effectivieness through a series of minor changes to the survey design. The organization is maintaining this survey and publishes the results in quarterly reports to the sales representatives and the company employees, management, and board of directors. |
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Survey example: | Parts Distributor Customer Satisfaction Survey |