The Auchincloss Company
Customer Satisfaction
Customer satisfaction studies tell us what our customers like and dislike about our products and services. These studies produce useful results for management. The information helps organizations retain more customers, address issues bothering segments of the market, and employ new strategies successfully before competition becomes aware of the need for new business methods.
Typical questions answered include:
How satisfied are customers with our prices? A forest products company selling a commodity product needed to know if their product and service quality were adding value for customers. We found customers willingly and knowingly paying higher prices for the client's commodity products because of the superior service and product quality. A gain of $2,500,000 for the bottom-line.
How well are we performing compared to competition? This plastic supplier believed their company was the market leader. The study identified areas for improvement that were not known to management. An improvement in market share and volume resulted from this study.
I (client - president of a health care company) have received several complaints by telephone about our services, how good or bad are we? A telephone survey found a low incidence of complaints among clients. A few issues had to be improved. Overall, the company was doing a fine job. The president had over reacted to the few calls he had personally received.
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