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GET CUSTOMERS.
KEEP CUSTOMERS.
- That is the singular goal that drives healthy companies and organizations. In an increasingly competitive marketplace, your company or organization can be a leader if you know what customers, clients and stakeholders are thinking.
- We talk to customers, clients and stakeholders. Through surveys, we listen to what they say. When asked, they are willing to discuss you, your products, your services, the competition, new ideas and suggestions for improvements.
- The benefits of talking and listening add up.
Surveys help to capture and retain market share.
- It costs 5 times more to capture new customers, clients and stakeholders than to retain old ones.
- Companies and organizations that respond to complaints retain 30% more customers, clients and stakeholders.
- Most (94%) dissatisfied customers, clients and stakeholders do not complain; they just switch.
- Customers, clients and stakeholders repeat poor service stories 9 times.
- Satisfied customers, clients and stakeholders will support your products and services to a greater degree.
- Satisfied customers, clients and stakeholders are repeat customers. This reduces promotion costs.
Surveys uncovers new product ideas - critical for your growth.
- Most new product and service ideas come from current customers, clients and stakeholders.
- They will spot opportunities / niches for you before you think of them yourself!
SURVEYS
Talking to customers, clients and stakeholders through surveys.
Range of services from
Words & Numbers Research, Inc.
1. Information generation to frame your issues and information needs.
2. Questionnaire development by Dr. Susan Carroll.
3. Sampling design and sample selection recommendations.
4. Implementation of surveys by mail – includes printing, postage, folding, preparation of mailing packets and delivery to post office for bulk or first class mailings.
5. Retrieval of completed questionnaires at our office site for confidentiality and anonymity. Opening completed questionnaires and numbering returns to monitor completion, troubleshoot and maintain organization of data. Responsiveness to phone calls or messages from sample recipients in a timely and customer oriented fashion.
6.Quantitative data management for all returned questionnaires
- Determine numeric coding scheme for questionnaires and subgroup analysis.
- Code each returned questionnaire.
- Enter numeric data from each questionnaire into SPSS.
- Write statistical analysis, execute and de-bug program.
- Generate computer output.
- Interpret output.
- Analyze findings.
- Develop user-friendly tables of numeric results.
7. Qualitative data management for all returned questionnaires.
- Extract all written responses from questionnaires.
- Analyze written comments for themes and inferences.
- Integrate written comments into quantitative data.
8. Produce a user-friendly report of findings with quantitative and qualitative data.
9. Provide action-oriented marketing recommendations for strategic performance.
10. Present and discuss findings in large or small group settings.
Why independently conducted surveys are a better investment for you.
1. Customers, clients and stakeholders will be more honest and candid if their responses go to an outside, independent firm than directly back to the company or organization that is being assessed. The data are more valid, making your investment, more valuable.
2. Professionals who conduct surveys have expertise in questionnaire development, sampling techniques and data collection methodology. This ensures that clients obtain useful and reliable data. Experts can
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Ask the right questions and ask questions the right way.
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Use response scales that ensure reliable data.
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Analyze the data correctly.
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Identify and correct errors, avoid commonly-made mistakes.
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Use techniques that result in high response rates.
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Ensure that the sample is representative.
3. Being objective about the data is one of the most important factors in collecting customer information. At the same time, it is painful and difficult for companies and organizations to assess themselves. The influence of turf issues, which may color the findings and their interpretation, is eliminated when an outside, independent firm is used.
4. The client reaps the benefits of a major public relations effort. The customer, client or stakeholder feels that "The company or organization really cares about me."
5. There is no guessing about what the data mean. Analysis is executed by statistics in a systematic, scientific, objective manner. You can be confident about taking action on the results. Eyeballing data for comparisons are not.
6. Computer technology (SPSS) has extensive capabilities for cross comparisons and disaggregating data between key customer segments (crosstabs). It is time-consuming to do this manually.
7. Benchmarking can occur annually because data can be stored, updated and maintained on hard disk for indefinite period of time. Differences, such as improvements in service, can be tracked and documented.
8. The project is the main focus of work, not one of many projects juggled and managed at once. Your work gets full, 100% quality control and attention from beginning to end.
9. In the long run, it is less costly, more efficient, faster and creates fewer headaches when you give the project to professionals who do it day after day.
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