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Customer Survey Results |
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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 baseline was established
and areas for improvement were pinpointed.
- Custom manufacturer of 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 37%.
- Customer survey and competitor analysis 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 Consulting 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 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 survey was subsequently used to develop a
growth strategy by launching peripheral products to the marketplace.
- 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 Consulting
successfully surveyed 91% of the respondents by telephone and the results became the basis for
streamlining several processes, leading to improved customer satisfaction.
- Customer survey for a homebuilder within the construction industry. New homebuyers are 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.
- Customer satisfaction survey 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 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 survey was completed with key
auto industry management that uncovered specific issues dealing with product design and performance.
- High-end manufacturer of window treatments was interested in introducing a new line of products
to the home interior market. A market survey was completed on a national basis with detailed
breakouts by state. The information was used to determine the pricing for the new product along with
regional variations. The product was successfully introduced as a result of using the price information.
- 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. 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 survey 3 facilities were consolidated and service levels improved by over 20%.
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Get Started Now! |
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Contact SPG and we will give you a FREE consultation! Please call us toll free at 1-866-599-0663 or enter your name, email address, phone and topic(s) of interest and we will contact
you soon!
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Message from the President |
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Thank you for visiting our web site. Please contact us with your inquiries and we will respond in a timely manner.
Best regards,
Jim Sauer, President, SPG.
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