Customer Survey

Strategic Performance Group LLC (SPG) has completed hundreds of customer surveys for clients. To provide some perspective the following list describes projects that are representative of our capabilities. Our clients represent all types of organizations including large corporations, medium size companies, smaller companies and non-profit organizations.

  • A leading medical testing laboratory was seeking to monitor customer satisfaction levels at its three labs located throughout the U. S. With assistance from SPG, a customer satisfaction survey was completed and a baseline was established pinpointing areas for improvement. 
  • A manufacturer of custom machine and die-cast products was looking to implement a quality survey to fulfill ISO requirements. With our assistance, a customer survey resulted in a 95.6% response rate. Updates continue on an annual basis to ensure continuous improvement. 
  • Mechanical contractor was seeking to gauge customer satisfaction levels in light of a decline in business. Based on a questionnaire designed by SPG specific areas of customer concern were pinpointed and subsequent actions resulted in a reduction in customer turnover of 18%. 
  • International manufacturer of food processing equipment wanted to survey their U.S. customers to determine satisfaction levels with the equipment purchased, and secondly, satisfaction with the servicing and maintenance of the equipment on an ongoing basis. The results of the customer satisfaction survey were used by the executive team to establish specific action plans to address issues identified from the survey. On a monthly basis, staff meets and updates the progress of each action item. 
  • A customer survey and competitor analysis was conducted for a pre-press color separation service company. Objective was to determine the strengths and weaknesses of competitors relative to five major purchasing criteria. Information was used to expand business in areas where competitors were most vulnerable. 
  • A manufacturer of diesel engines for the boating industry was seeking feedback from its dealers, as well as, end-users. With SPG’s assistance, detailed questionnaires were developed for each respondent type. The dealer survey was conducted by telephone while the end user market was contacted by mail. Results of the survey indicated that a key component in the communications link with dealers had broken down and the appropriate actions were undertaken as a result of the findings. 
  • European headquartered and internationally recognized leader in the manufacture and precision cutting of fine crystal wanted a customer service survey completed for its North American operations. SPG designed a questionnaire, which was subsequently distributed to jewelry manufacturers. Data was compiled, sorted and analyzed using several report breakouts thus allowing the client to pinpoint areas for improvement.  
  • A manufacturer of label and seal packaging for large pharmaceutical companies wanted to conduct annual satisfaction survey updates with its customers. As part of the annual updates, a Customer satisfaction Index (CSI) and Net Promoter Score (NPS) are calculated and used by management for establishing year-end bonuses. 
  • An international manufacturer of precision calibration equipment was seeking to broaden its base in the United States. A marketing survey was completed with current and prospective customers with emphasis on identifying product features that would create a point of differentiation against competitors. 
  • A company recognized for its logistics and packaging outsourcing capability for many Fortune 500 companies was seeking to establish a baseline for customer satisfaction. With our assistance an index was established for monitoring improvement in customer satisfaction. 
  • A precision stamping company was seeking to monitor customer satisfaction as part of its ISO requirements. With a relatively small customer base it was crucial to survey a high percentage of customers in order to ensure a 95% level of confidence in the results. Consequently, SPG successfully surveyed 91% of the respondents by telephone and the results became the basis for streamlining several processes, leading to improved customer satisfaction. 
  • SPG designed and implemented a customer survey program for a homebuilder within the construction industry. For over a decade, new homebuyers have been surveyed quarterly to detect any changes in the quality of houses built and the servicing of customers throughout the entire home buying process. Information has been used to double the referral rate of satisfied homebuyers. 
  • International trade association was seeking to determine satisfaction levels among its members. Current members and past members were surveyed regarding likes and dislikes about the organization including breadth and depth of services. The executive summary from the written report was used as a basis for implementing changes resulting in an 8% increase in membership within one year. 
  • A book publisher for the education market was seeking an objective review of its operations. As part of the review, customer perceptions of the publisher were measured to gain insight into its loss of revenues. Information from the customer satisfaction survey was subsequently used to develop a growth strategy by launching peripheral products to the marketplace. 
  • Customer satisfaction survey was conducted for a leading U.S. water conditioning company. Feedback helped to identify key issues among customers and information was used to develop a new distribution system that not only reduced customer defections but also reduced distribution costs. Information was also used to develop a customer loyalty strategy for existing customers. 
  • A leading software developer wanted to survey its corporate customer base regarding their ease of filing electronic 1099 tax forms on an annual basis. The customer survey was instrumental in influencing changes to the existing software, thus making it more user friendly and expediting the process for filing forms.  
  • A manufacturer of catalytic converters for the auto industry was seeking to further develop its customer relationship with one of the “Big 3” auto manufacturers. A customer survey was completed with key auto industry management that uncovered specific issues dealing with product design and performance. 
  • A manufacturer of cryogenic equipment wanted to track satisfaction levels of customers, both on a 30 day and again at 90 days after purchase and installation of equipment. Customer survey results are updated on a quarterly basis and provide the client with a means to monitor areas for improvement in product quality and service. 
  • Linen supply service company to the healthcare industry wanted a comprehensive survey completed of it entire customer base. Data was compiled and compared to over 15 of its operating facilities located throughout the US. As a result of the customer satifaction survey 3 facilities were consolidated and service levels improved by over 20%. 
  • A national education organization was seeking to assess customer satisfaction levels with their clients in government and industry. With a limited base of 30 large and influential clients SPG needed to interview a high percentage in order to achieve a high level of confidence in the results. SPG was able to interview 29 out of 30 clients resulting in establishing a baseline for measuring progress on a regular basis.  
  • A large manufacturer of specialty paper products was seeking to gauge customer satisfaction levels among its customers. As a result of the survey, management implemented a CRM program and has used the program to expand its product line with current customers.  
  • A commercial realtors and brokers association with over 900 members was seeking feedback from its members regarding several issues including assessing member perceptions including strengths/weaknesses and any limiting factors preventing greater use of services and identifying ways that the association could improve excellence in operations. An online member survey conducted by SPG was instrumental in leading to changes within the organization. 
  • A manufacturer of injection molded finished plastic products was seeking to quantify customer satisfaction levels with its key customers. Based on a questionnaire designed by SPG with input by the client, a telephone survey was performed. Due to the relatively small customer base it was critical for SPG to complete telephone interviews with a high percentage of customers, subsequently resulting in a 100% completion rate. 
  • A distributor of sign and screen printing supplies with multiple locations throughout the U.S. was seeking to establish a customer satisfaction baseline. With SPG’s assistance a questionnaire was designed and a telephone survey of customers was performed resulting in a 95% level of confidence in the results. The information was used by the client as input into its strategic planning and the formulation of specific action plans designed to improve overall performance.