2010 Q1 SPG 100 Benchmark Index
The results are compiled for our annual customer satisfaction index based on a composite of the most recent 100 customer satisfaction surveys conducted by SPG and is representative of a broad cross-section of American businesses, i.e. large vs. small, manufacturing vs. service, and geographically.
The methodology for conducting the surveys is primarily telephone surveys supplemented with some on-line and mail surveys. Feedback ranges from companies with as few as 50 customers to those with over 5,000 customers. A typical survey consists of approximately 25 questions using a scale of one to ten with one representing extremely dissatisfied and ten representing extremely satisfied. For more information about our proprietary database, please send e-mail to info@spg-consulting.com
Customer Satisfaction Index (CSI): SPG High 9.2; SPG Average 7.9; SPG Low 7.1
Sales Process: SPG High 9.1; SPG Average 8.0; SPG Low 7.4
Product / Service Quality: SPG High 9.2; SPG Average 7.8; SPG Low 6.9
Customer Service: SPG High 9.2; SPG Average 8.0; SPG Low 7.3
Administration: SPG High 9.3; SPG Average 8.1; SPG Low 7.5