Customer Perception Survey
executive development - Customer Perception Survey sample report
Customer Perception Survey
&
Report
ABC Steel Ltd
January 2000
The gap analysis charts referred to in the report can be downloaded from the website and you may find it helpful to refer to both documents together.
info@executive-development.co.uk tel/fax 01623 883199 or brent warren mobile 07850 410033 see us on the web at www.executive-deveopment.co.uk © executive development ltd 2002
1
executive development - Customer Perception Survey sample report
ABC Steel Ltd – Customer perception Survey
The Survey was completed during December 1999 and the top twenty customers were sampled. Completed surveys were returned by 50% of the respondents, in line with normal parameters for this exercise.
The survey questionnaire was custom designed for the business and probed unique areas of this industry as well as the more normal business and customer care aspects. The questionnaire asks the customer base to consider a number of issues from three different perspectives; •
How important are the various aspects of the product or service in relationship to each other. •
How good does the customer consider the client to be in the delivery of these products or services.
•
How good does the customer consider alternative suppliers to be in the delivery of these products or services.
Four key members of ABC STEEL LTD also completed the questionnaire, in order to compare priorities and perceptions internally. Space was provided for the customer base to comment on any other aspects of the product or service that they wished to highlight.
Two respondents did so.
It is important to remember that the survey deals in perception and expectation and not in reality. However, it should be noted that customer perception is actually more relevant in terms of action plans and addressing the various issues raised by the survey.
The results from the questionnaire are used to
Customer Perception Survey
&
Report
ABC Steel Ltd
January 2000
The gap analysis charts referred to in the report can be downloaded from the website and you may find it helpful to refer to both documents together.
info@executive-development.co.uk tel/fax 01623 883199 or brent warren mobile 07850 410033 see us on the web at www.executive-deveopment.co.uk © executive development ltd 2002
1
executive development - Customer Perception Survey sample report
ABC Steel Ltd – Customer perception Survey
The Survey was completed during December 1999 and the top twenty customers were sampled. Completed surveys were returned by 50% of the respondents, in line with normal parameters for this exercise.
The survey questionnaire was custom designed for the business and probed unique areas of this industry as well as the more normal business and customer care aspects. The questionnaire asks the customer base to consider a number of issues from three different perspectives; •
How important are the various aspects of the product or service in relationship to each other. •
How good does the customer consider the client to be in the delivery of these products or services.
•
How good does the customer consider alternative suppliers to be in the delivery of these products or services.
Four key members of ABC STEEL LTD also completed the questionnaire, in order to compare priorities and perceptions internally. Space was provided for the customer base to comment on any other aspects of the product or service that they wished to highlight.
Two respondents did so.
It is important to remember that the survey deals in perception and expectation and not in reality. However, it should be noted that customer perception is actually more relevant in terms of action plans and addressing the various issues raised by the survey.
The results from the questionnaire are used to