20/20 Customer Satisfaction Survey

In a recession, as well as in normal economic conditions, one of the key priorities is to look after your existing customers. They are very important to you in providing:

Regular income
Higher margins than newly-won customers
Recommendations and testimonials
Lower communications and support costs
Good PR for your business
In many cases - Survival!

Yet in many businesses the first time that a company is aware of an unhappy customer is when that customer starts buying from the competition.

The key objective of the Business Dynamics 20/20 Customer Satisfaction Survey (20/20 CSS) is to enable companies to maintain and increase profit levels through improved customer relationships.

The 20/20 CSS provides the information on your customers that will enable you to keep them satisfied and loyal, and to correct any areas in which they may have concerns or complaints. The 20/20 survey is a packaged version of the Customer Survey that has been offered by BDU for a number of years, and has been optimised by using the minimum number of questions and customers necessary to derive a good level of statistical accuracy. In addition, the final report has been cut down to the essential analysis, thus dramatically cutting the cost to a level that can be afforded by almost any company, from small SME to large multinational.

The 20/20 CSS offers 4D breakdown of results, thus enabling you to:

Analyse a specific area of your company against a specific customer
Analyse a specific area of your business averaged against all surveyed customers
Analyse all areas of your business against a specific customer
Provide a summary analysis of all areas of your company against all surveyed customers

In addition, in the telephone interviews of customers, any area for concern that becomes a recurring theme, will be followed up and reported. It is also very common for sales opportunities to be uncovered during the telephone interviews, and they are immediately communicated to our client.

BDU will carry out the whole process, and a survey can be completed within 2 weeks. Key activities are:

Select up to 20 customers
Design 20 key questions
Write to selected customers
Carry out the survey
Enter data into the 4D analysis tool
Present results
Suggest corrective actions
Report on trends and sales opportunities

This highly effective survey has now been used by many SMEs, some using it regularly to measure the improvement in satisfaction levels. In some cases excellent PR has been achieved by creating a Customer Satisfaction Panel, from amongst key customers.

If required, extra questions and customers can be added to the survey, with minimal cost.

Please call us for a no-commitment discussion on how you may develop and increase both sales and margins, using the 20/20 CSS.

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