Customer Perception Survey Essay

2489 Words Nov 17th, 2012 10 Pages
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

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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
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24 (responds quickly to spec changes)
6. 14 (produces high quality product)
In all of these issues, the client scores considerably lower in terms of importance of these items compared to the scores from ABC Steel Ltd. Communication of the results to all members of staff and the management team is required to discuss this issue. Whilst the top six items have been highlighted, I would repeat the observation that this is an issue across almost every aspect of the service delivery.
An interesting point which is consistent with similar industries, whilst the issue of price is important, it is only at number four in the order of priority. It is also noteworthy that
ABC Steel Ltd places this item at number 10 in the order of priority. 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

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executive development - Customer Perception Survey sample report

The two least important aspects of the product and service delivery from the customer viewpoint were;
1. 18 (regular visits from the client)
2. 13 (opening after 1.00pm on Saturdays)

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

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executive development - Customer Perception Survey sample report

Strength of Client
On this

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