Customer Perception Survey

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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…show more content…
There are six areas in which ABC Steel Ltd feel that they perform better than the customer perception of the service, these are as follows; 1. 3 (response time to quotes) 2. 4 (understanding customer/business requirements) 3. 21 (putting customer through to the correct person) 4. 24 (responding to changes in spec) 5. 23 (support after project completion) 6. 19 (answering the telephone promptly) It should be pointed out however that whilst there is room for improvement in all these areas, all items still scored highly. There are three areas in which ABC Steel underestimate their performance, namely; 1. 1 (meeting delivery dates) 2. 2 (understanding technical requirements) 3. 14 (producing high quality components) The last of these points is significantly underestimated by ABC Steel Ltd although the customer base has some concerns in this area. 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 5 executive development - Customer Perception Survey sample report Strength of Competitors This is an important chart because it indicates that the customer base consider the competitors to the client to probably be better than ABC Steel Ltd in a number of areas, the top six being; 1. 22 (provision of technical help) 2. 21 (putting you through to the correct person) 3. 19

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