Research & Recruitment

Customer Perception Survey

Customer research is all very well but what do you do with the finished survey? How do you quantify the responses and produce a meaningful action plan from the result?

We have a survey with a difference.

By asking the customer three different styles of question,

• What is important to you about our product or service delivery?
  
  
• How good do you think we are at delivering?
  
  
• How good do you perceive the competitors to be?

we get a result.

The difference is that we then ask you and your staff the same questions. This enables us to compare the results and produce a series of gap analysis charts that are of real benefit to you in producing action plans to take the business or organisation forward. By comparing what the customer thinks is important with what you think is important, areas where there is too much or too little focus come clearly into view.

How good do you think you are at delivering your goods and services, and how does this compare to the perceptions of the customer base? Where might you need to re-educate or train your people?

Where are your competitors in all of this? Would you take action if the results showed poor performance by you in an area of high importance to the customer and the perception that your competitors are better than you in this area? We help you to select the right questions for your survey and construct the questionnaire.

We can assist as much or as little as is required in selecting the target audience for the survey, distributing the survey documents and chasing up the response.

We then collate the information and interpret the results, producing a comprehensive report with recommendations. For more information please download the sample report and charts from the information panel on the right.

For more information and to discuss your requirements, please do not hesitate to contact us.

Files available for download are in Portable Data File or PDF format. Adobe Acrobat Reader TM is required to read or print them. To download the reader free of charge, please click on the Adobe site logo at the bottom of the information panel on the right.

© executive development ltd 2002

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