Project Results – Customer Surveys

Strategic Performance Group LLC (SPG) has completed customer feedback surveys for hundreds of 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, the customer feedback survey established a baseline and areas for improvement were pinpointed.

A manufacturer of diesel engines for the boating industry was seeking a customer feedback survey 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 customer telephone 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 feedback 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 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.

Custom manufacturer of die-cast products was looking to implement a quality survey to fulfill ISO requirements. With our assistance, a customer feedback 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 feedback 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 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 customer telephone 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 a customer telephone survey was conducted to establish an index for monitoring improvement in 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 feedback 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 customer feedback 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 customer telephone 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%.

Start-up entrepreneur wanted to determine the likelihood that his patented software product would be of interest to computer and video game players prior to launching the product. With SPG’s assistance a national market survey was conducted of this hard to reach demographic profile. Results from the market survey were used as a basis for starting up operations.

Comprehensive market survey was completed on the construction industry in the United States. The study incorporated secondary research of several market segments (residential, commercial and industrial) along with primary research (telephone interviews with over 175 architects, structural engineers and contractors). Information was used by client for determining the strategic allocation of investments for the next five years.

College was seeking to determine its image and awareness within its community. These included perceptions of the college relative to other colleges, awareness of the learning options offered by the college and overall awareness of the college. A market survey conducted by SPG resulted in the college developing a marketing communications strategy used to target new students for enrollment.

Manufacturer of office furniture computer accessories wanted an independent review and assessment of the potential market for its product application in the healthcare industry. After conducting a market survey of over 300 decision makers within the industry, we recommended that the client commit significant capital investment to the project. As a result, sales volume targets were exceeded.

Dental laboratory wanted a market study conducted of General Practitioners that also practice orthodontics. The purpose was to profile respondents in order to better understand the portion of revenue generated from ortho, the type of appliances used, the use of any new treatment modalities, etc. The client used the information to increase sales in this market segment.

Leading franchiser of hair salons in the US was seeking feedback from franchisees, customers and employees. Seven regions of the United States were compared to each other to determine effectiveness of regional personnel as well as the   identification of areas for continuous improvement. Updated surveys are completed every two years to enable baseline tracking of performance.

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