Training needs analysis surveys
Why measure your customers satisfaction levels?
- Companies with loyal customers have a price-to-earnings ratio that's
9% higher than your average product-centric company
(Source: Satmetrix Systems survey of 27,000 respondents)
- One point in customer satisfaction translates into 3% market value
increase
(Source: American Customer Satisfaction Index/University of Michigan)
- Reducing customer defection by 5% could increase profitability by 25
to 80%, depending on the cost of acquisition of a new customer
(Source: Bain & Company: “The Loyalty Effect” by Frederick Reichheld)
- A totally satisfied customer contributes 17 times as much revenue as a
somewhat dissatisfied customer
- A totally dissatisfied customer decreases revenue at a rate equal to 1.8
times that contributed to the business by a totally satisfied customer
The Point: Even with twice as many totally satisfied as completely dissatisfied customers, the business would be doing little better than
standing still. (Source: InfoQuest, based on 46,000 business-to-business surveys)
This survey gauges the level of satisfaction among your customers, identifies
possible areas for improving your products and services and sets out a
training plan that builds customer loyalty and an associated increase in sales.
The report describes the survey process, presents its results, and
recommends actions identified by survey respondents. This report also
provides an accurate measuring tool that measures the success of your
training workshops by comparing subsequent ideally addressed within 12
months of each other.
Results
- Improve company profits, through customer retention
Improve and measure internal and external client satisfaction
Determine the perceived quality of products, services and client care
Benchmark client satisfaction result with previous survey
Identify areas of development and associated change required to improve service, grow the business and retain clients
Questions are typically designed to identify your organisation/departmental and personal awareness within:
- Common issues/complaints
- Business and personal barriers and challenges
- Business and personal strengths and attributes
- Personal recommendations
Collection method
Large clients - face to face
Medium clients - telephone and email surveys
Contact us now to discuss if the customer satisfaction survey can help you.
