InfoQuest Intro PowerPoint

The Old Chapel

Chapel Hill

Clayton West

Huddersfield

HD8 9NH

01484 868 390

www.infoquestcrm.co.uk

Profit Through Knowledge

An Introduction To

InfoQuest

$What is it?What is it?

Opens Clear Lines of Customer Communication

Increases Market Share

Builds Stronger Customer Relationships and Loyalty

Reduces Migration & Attrition

Strengthens Brand Equity

Generates Predictable Top and Bottom Line Impact

The InfoQuest Business Process Review gathers in-depth information about your products, your services, your support teams, your business relationships, and the relationship between your company’s performance and your customer’s expectations.

It is driven by a unique customer satisfaction survey process. No phone, no paper, no internet, no face-to-face interviews, and none of the flaws and weaknesses those undermine the accuracy and usefulness of those methodologies.

Instead, you gain a methodology that promotes candid and accurate feedback that lets you see your business the way your customers see it.

You also gain fully attributable responses, which enables you to use it as a powerful relationship building tool.

And most importantly, it delivers the highest average response rate in the world, making it the only survey that let’s you target your top revenue accounts.

Identifies and Removes Obstacles to Sales

According to our Sr. VP of Sales, who has conducted numerous customer surveys over the years, the process generated the most insightful and actionable information he has ever experienced…..in-depth information for building mutually profitable relationships. Jeff Knapton, Vice President Marketing

Indalex Aluminum Solutions

According to our Sr. VP of Sales, who has conducted numerous customer surveys over the years, the process generated the most insightful and actionable information he has ever experienced…..in-depth information for building mutually profitable relationships. Jeff Knapton, Vice President Marketing

Indalex Aluminum Solutions

InfoQuest Business Process Review

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Response Rate Under 50% at best. Rapidly declines as number of questions increase.

AccuracyLittle thought given after first few responses. Extremely prone to interviewer induced influences on responses.

CandorCassandra Phenomenon undermines honesty of 70% of respondents.

Number of Questions5 minutes, 10-12 questions, to maintain any sort of response rate.

Perceived Value Highly intrusive and almost universally disliked. Associated with telemarketing. Culturally unacceptable in various countries.

Perceived Anonymity None.

Telephone is an excellent vehicle for qualitative data collection, gathering detailed input on a very limited focus; a product’s market potential or features, for example. Time limits apply, but a skilled interviewer with a very narrow focus can gather valuable information.

Telephone Survey

Internet Survey

As to customer satisfaction, loss of candor and practical limits on number of questions make it poor vehicle for anything more than a cursory overview. May be used for quick transactional surveys, but can only scratch the surface on a full business evaluation.

Response Rate 15-20% average. Response rates have been steadily declining for fifteen years.

AccuracyLow response rates produce same “far end of spectrum” influences as paper.

CandorDepends on format. Paper survey on a computer screen suffers same influences as written survey.

Number of QuestionsShorter is better, but 30-50 or more questions feasible. Completion status must be visible or respondents will tire and cancel out.

Perceived Value Associated with SPAM. Frequently blocked by filters, recognized sender’s lists and firewalls.

Perceived Anonymity Typically assumed to be traceable, undermining honesty.

What it isn’tWhat it isn’t

Like paper, a web survey is an option for a company with a very large customer base and little to no revenue stratification between accounts. Like paper, they are also quite inexpensive to conduct.

The primary obstacle is low response rate, which disallows a focus on your top revenue generators. They are also nearly impossible to conduct without email addresses for all desired participants, which many companies do not possess.

Response Rate 5-10% Average. The longer the survey, the lower the response.

Accuracy Low response rate is dominated by “far end of the spectrum” responses - those who would be delighted to endorse your company, and those who are giving you one last chance to get it right.

CandorFormat is prone to patterned responses and compared answers. People become more concerned about the “appearance” of their answers than what their answers are.

Number of Questions1-2 pages is practical limit.

Perceived ValueOverused. Soulless. Associated with junk mail.

Perceived AnonymityNone due to common use of bar codes or other arcane coding systems.

Paper is an inexpensive option for a company with a very large customer base and little to no revenue stratification between accounts. The data may be flawed, but even a 5% response rate can at least produce a statistically valid result.

Paper Survey

Face to Face Interview

But, when accounts are stratified (the so-called 80/20 orPareto Rule), a vastly higher response rate is needed. Without it, you disproportionately hear from those at the far ends of the opinion spectrum. Your ability to focus on the accounts that drive your company’s revenues is sacrificed.

Response Rate Similar to phone for mid-management, far less for senior management.

AccuracyNote-taking (recorders are frowned upon) is undermined by need to interact and promote discussion. Results heavily influenced by memory and interpretation.

CandorIf anything, Cassandra Phenomenon is magnified.

Number of QuestionsClipboards and forms are frowned upon, so interview must be conversational. Interviewer tends to lose control of discussion.

Perceived Value Tend to be lengthy and are highly intrusive on busy executive schedules; participants feel they are absorbing as much cost as interviewer.

Perceived Anonymity None.

What it isn’tWhat it isn’t

Send in the reps in and pose questions to the customer; let them massage and then record responses; let the sales manager filter the information; then spend weeks trying to figure out how to turn the data into an actionable report.

Between the intrusion factor for everyone involved, the wildly expensive cost of travel, and undermined candor and accuracy, this approach may offer some minor PR value, but has nearly zero worth as a research tool.

Critical Design CriteriaCritical Design Criteria

1) A high response rate is critical. Not only are response rates below 50% prone to being inaccurate, to gain maximum benefit from any survey, you need to hear from the customers who drive your revenues.

2) When respondents believe, even suspect, that their identity is or may be known, seven out of ten people will not openly express negative opinions out of concern over possible ramifications. Thus at least a perception of anonymity is crucial for generating accurate results.

3) Notwithstanding perceptions of anonymity, in reality you need attributable results. Not being able to determine who said what is like buying an automobile with no wheels. Yes, you have something, but it’s just not going to take you anywhere.

4) Various influences on accuracy must be eliminated. The effects of patterned responses, comparison of prior to current answers, interviewer-induced biases, low response rates, and the Cassandra Phenomenon all need to be mitigated or removed.

5) Use an unambiguous and non-subjective metric. Avoid numeric and alpha scales, as well as anything that may be open to interpretation. Focus on the one metric that has proven ties to economic performance - Totally Satisfied.

6) Avoid use of composite scores. Avoid adding different responses together to create a “satisfaction index” or “composite” or anything else that dilutes or distracts actual responses. Totally Satisfied customers spend two and half times what a Somewhat Satisfied customer spends, and fourteen times what a Somewhat Dissatisfied customer spends. Looking at results in any other way is simply delusional.

7) Always keep it actionable..........versus merely interesting. If you can’t actually do something with the responses you get, don’t waste time and money asking the question.

8) Make sure that effective prioritization tools are available. Understanding what customers think is only half the battle. Why they think it and what is most important to them is the other half. You’ll spend anywhere from 2-10 times the cost of the survey addressing the issues it identifies. Make sure you are addressing the right issues.

1) A high response rate is critical. Not only are response rates below 50% prone to being inaccurate, to gain maximum benefit from any survey, you need to hear from the customers who drive your revenues.

2) When respondents believe, even suspect, that their identity is or may be known, seven out of ten people will not openly express negative opinions out of concern over possible ramifications. Thus at least a perception of anonymity is crucial for generating accurate results.

3) Notwithstanding perceptions of anonymity, in reality you need attributable results. Not being able to determine who said what is like buying an automobile with no wheels. Yes, you have something, but it’s just not going to take you anywhere.

4) Various influences on accuracy must be eliminated. The effects of patterned responses, comparison of prior to current answers, interviewer-induced biases, low response rates, and the Cassandra Phenomenon all need to be mitigated or removed.

5) Use an unambiguous and non-subjective metric. Avoid numeric and alpha scales, as well as anything that may be open to interpretation. Focus on the one metric that has proven ties to economic performance - Totally Satisfied.

6) Avoid use of composite scores. Avoid adding different responses together to create a “satisfaction index” or “composite” or anything else that dilutes or distracts actual responses. Totally Satisfied customers spend two and half times what a Somewhat Satisfied customer spends, and fourteen times what a Somewhat Dissatisfied customer spends. Looking at results in any other way is simply delusional.

7) Always keep it actionable..........versus merely interesting. If you can’t actually do something with the responses you get, don’t waste time and money asking the question.

8) Make sure that effective prioritization tools are available. Understanding what customers think is only half the battle. Why they think it and what is most important to them is the other half. You’ll spend anywhere from 2-10 times the cost of the survey addressing the issues it identifies. Make sure you are addressing the right issues.


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When we created InfoQuest, it was with the express intention of mitigating or eliminating the flaws and weaknesses attendant to the more “conventional” survey methodologies of the day. That was in 1989. Today, getting maximum utility and benefit from a customer satisfaction survey requires the same elements, features and considerations to be part of any survey design criteria. A couple of decades have passed, but not too much has changed.

The InfoQuest Survey

A survey of 36 to 60 questions and statements is reduced to a deck of cards, each about the size of business card, and then placed inside the InfoQuest survey “box”. After the survey is delivered by mail, the participant reads each card, then simply drops it into one of the five labeled compartments to record their answers. Each participant is also given the opportunity to provide additional open-ended written comments, which the majority take advantage of. Postage paid return mail material is included with each survey. Average completion time is 10, perhaps 15 minutes.

Customers you select to participate are pre-validated through a multi-step process that raises awareness of and interest in the process.

Following our recommendation to offer to share relevant highlights of the survey adds further interest, which contributes to what is the highest average response rate on the planet - just a bit over 70%. And that’s a global average. InfoQuest surveys have been delivered to customers in 77 countries and in 25 languages.

Each survey is uniquely coded to provide attributability of responses, but because most participants will be unaware of those codes, they feel free to respond frankly and candidly.

Average Global

Response Rate is just over 70%.

Average Global

Response Rate is just over 70%.

A New ApproachA New Approach

As you know, through our association with American Express corporate, we have had access over the years to a variety of customer survey programs. After comparing those results to the InfoQuest process, I can unequivocally say that the information we received from your program vastly exceeds anything we have ever received from any other type or means of survey. I confess that when I first heard about InfoQuest and what you claimed it could do, I was skeptical as to whether it would work. I am skeptical no longer. You made a believer out of me and I thank you for it. “

Barry Friedman, CPA, Managing Director

American Express Tax & Business Services

As you know, through our association with American Express corporate, we have had access over the years to a variety of customer survey programs. After comparing those results to the InfoQuest process, I can unequivocally say that the information we received from your program vastly exceeds anything we have ever received from any other type or means of survey. I confess that when I first heard about InfoQuest and what you claimed it could do, I was skeptical as to whether it would work. I am skeptical no longer. You made a believer out of me and I thank you for it. “

Barry Friedman, CPA, Managing Director

American Express Tax & Business Services


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Response Rate

70% global average since 1989; the highest in the world.

Accuracy Unique design eliminates “far end of the spectrum” effects, score-keeping, patterned responses, comparisons of answers and interviewer-based or -induced biases.

CandorPerceived cloak of anonymity eliminates the effects of the Cassandra Phenomenon, so customers feel free to tell you exactly what is on their minds.

Number of Questions36-60 without loss of response rate.

Perceived ValueUnique, innovative and different. Stands far above the crowd in terms of creating a perception of value.

Perceived AnonymityThe vast majority of respondents assume the survey is being conducted anonymously.

If you have a stratified customer base wherein a large portion of your revenues are being generated by a small portion of your customers, your survey needs to generate a high response rate, it needs to gather candid feedback, and the results need to be accurate.

This is the survey that can do all of that.

It is the only one that can.

InfoQuest – Truly Unique

A One of a Kind ApproachA One of a Kind Approach

This past May we had our six-month surveillance QS 9000 audit. During the management section of the audit, the auditor asked if we had performed a (customer satisfaction) survey. As you can imagine, I was all prepared and offered your report as proof. As the auditors flipped through the report their interest in your specific process and company continued to grow, to the extent that they wanted to keep the book so they could further study it during lunch. As it turns out, their supervisor has been asking them to build a database of “Best in Class”. They felt that your survey was the BEST they had even seen, and wanted to not only add it to their database, but wanted information about your company sp they could suggest (recommend) it to their other ISO 9000 and QS 9000 clients. Our auditor is TUV America and TUV Product Services of Danvers, MA.”

Les HyattJM Ney Company

This past May we had our six-month surveillance QS 9000 audit. During the management section of the audit, the auditor asked if we had performed a (customer satisfaction) survey. As you can imagine, I was all prepared and offered your report as proof. As the auditors flipped through the report their interest in your specific process and company continued to grow, to the extent that they wanted to keep the book so they could further study it during lunch. As it turns out, their supervisor has been asking them to build a database of “Best in Class”. They felt that your survey was the BEST they had even seen, and wanted to not only add it to their database, but wanted information about your company sp they could suggest (recommend) it to their other ISO 9000 and QS 9000 clients. Our auditor is TUV America and TUV Product Services of Danvers, MA.”

Les HyattJM Ney Company


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AdvantagesAdvantages

Is the survey “box” a gimmick? Sure it is. But there is sound structural thinking behind its design. Among the reasons it works so well:

ACCEPTANCE - Unlike the drudgery of other survey formats, most customers view the InfoQuest survey as fun - sort of like a game.

DELIVERY - Telephone surveys are easy to avoid. Paper surveys are frequently screened by assistants as “junk mail”. Web survey emails fall prey to Spam filters. InfoQuest, on the other hand, with its unique appearance, and because the customer always knows in advance that it’s coming, almost always makes it to the intended recipient.

VISIBILITY - Conventional surveys, if they are not discarded upon receipt, frequently get lost under mountains of paper. Emails about web surveys, if not responded to within 36 hours, probably won’t ever be. The InfoQuest approach is a visible attention getter that is large enough to avoid getting lost, and viewed as too valuable to throw away.

EASE OF USE - InfoQuest is not intrusive - surveys are conducted at the convenience and leisure of the customer. Because all return mail material is provided in the package, even sending it back for processing is an easy task.

TRACEABILITY - Each survey is uniquely coded, enabling us to track the identity of each respondent. That, in turn, allows full insight into individual customer responses. However, because most customers will be unaware of the coding system, they will assume the survey is anonymous, thus giving them the freedom to tell you exactly what is on their minds.

ACCURACY - InfoQuest produces highly accurate results. Score-keeping, patterned responses, comparisons of answers and interviewer-based or -induced biases are eliminated. Most importantly, because customers tend to assume their responses are anonymous, which mitigates the effects of the Cassandra Phenomenon, their replies are much more candid than other methods.


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The InfoQuest ReportsThe InfoQuest Reports

76%

56%

43%

61%

41%

33%

51%

65%

53%

45%

53%

0% 15% 30% 45% 60% 75% 90%

Overall

Ease of DoingBusiness

Billing and Invoicing

Pricing

Communication

CustomerImpressions

Sales Performance

Delivery

ManagementInteractions

Ordering

Customer Service

Problem AverageSerious Problem

GoodVery Good

Exceptional

Percentage of respondents who are Totally Satisfied

I n fo Q u e s tB u s i n e s s P r o c e s s R e v i e w

Summary of Overall Customer Satisfaction

EXECUTIVE OVERVIEW –

Summary of Overall Customer Satisfaction This chart gives you an executive overview of top line scores by performance category. From this perspective you can easily see the areas in which your customers see you as doing well, and where they see need for improvement. Call it the 30,000 foot view.

From here, we begin to lower the elevation, breaking things down into increasingly granular components.


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“IBM Rochester determined that if customer satisfaction level increased one percentage point, an additional $257 million in additional revenue would be generated over five years. The ratio of revenue growth between very satisfied and satisfied customers was 3:1.”

American Society For Quality,February 2003

“IBM Rochester determined that if customer satisfaction level increased one percentage point, an additional $257 million in additional revenue would be generated over five years. The ratio of revenue growth between very satisfied and satisfied customers was 3:1.”

American Society For Quality,February 2003


SUMMARY OF CUSTOMER OPINIONS –

Overall SatisfactionEvery InfoQuest survey measures responses to four key questions that collectively provide a broad overview of Overall Customer Satisfaction. The most important of them, pictured to the right, is “On an overall basis, how satisfied are you with our company?

Responses to this one question represent the heart and soul of your survey. Everything else is support material to help you understand why people responded to this question the way they did…….and what to do about it.

Overall Satisfaction

High Company Score 90%

Low Company Score 2%

Median All Companies 42%

Percentile Rank 68% Rank of current score in

database (High Score = 100%)

0%

15%

30%

45%

60%

75%

90%

38%August 2008

45%August 2009

53%August 2010

Overall Satisfaction is the single most important measure of customer satisfaction. Totally Satisfied customers tend to be fiercely loyal and virtually immune to competitive influence,

while any customer who is less than Totally Satisfied is, to some degree, at risk of loss.

Range of Responses for the Current Period

The chart below illustrates the percentage of respondents who are Totally Satisfied.

InfoQuest Benchmarks (Totally Satisfied)


Number of Respondents for Current Period

49

53%

39%

6% 2%

0%

15%

30%

45%

60%

75%

90%

Totally Satisfied Somewhat Satisfied Somewhat Dissatisfied Totally Dissatisfied

45% 41%

9% 5%

0%

15%

30%

45%

60%

75%

90%


Range of Responses for the Prior Period

On an overall basis, how satisfied are you with our company?

VeryGood

Good

Average

Problem

SeriousProblem

Exceptional

“Totally Satisfied” customers have a repurchase rate that is 3 to 10 times higher than that of “Somewhat Satisfied” customers. This is documented by research as Xerox and in other industry studies.”

“All or Nothing; Customers Must be “Totally Satisfied”, Steve Lewis, Marketing News. Chicago: Mar2, 1998. Vol. 32, Issue. 5, Page 11

“Totally Satisfied” customers have a repurchase rate that is 3 to 10 times higher than that of “Somewhat Satisfied” customers. This is documented by research as Xerox and in other industry studies.”

“All or Nothing; Customers Must be “Totally Satisfied”, Steve Lewis, Marketing News. Chicago: Mar2, 1998. Vol. 32, Issue. 5, Page 11


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Ease of Doing Business

The ease with which customers do business with your company can have a tremendous impact on where they spend their money.

The existence, number and type of issues in this area (if any) differ dramatically from one business to the next. Difficulties may be the result of policies or procedures that need streamlining. They are sometimes the result of customer inability to penetrate an entrenched bureaucracy. However, more often than not, when troubles arise, it is the result of failures attendant to points of human interaction…..in their many and varied forms.

Ease of Doing Business






0%

15%

30%

45%

60%

75%

90%

23%August 2008

34%August 2009

45%August 2010


The chart below illustrates the percentage of respondents who are Totally Satisfied.




4945% 43%

8% 4%

0%

15%

30%

45%

60%

75%

90%


34%47%

16%3%

0%

15%

30%

45%

60%

75%

90%



How satisfied are you with the ease of doing business with our company?

VeryGood

Good

Average

Problem

SeriousProblem

Exceptional

Customer perceptions on the Ease of Doing Business with your company is a major contributor to overall satisfaction levels. All other things being equal, the ease with which business can be transacted

with a product or service provider will greatly influence who a customer does business with.

The Forum Corporation of America analyzed the causes of customer migration in 14 major manufacturing and service companies and found that 15 percent migrated because of quality issues, and another 15 percent changed supplier because of price issues. The remainder, 70 percent, moved on because ‘they didn’t like the human side of doing business with the prior provider of the product or service’.

Tom Peters, The Pursuit of Wow

The Forum Corporation of America analyzed the causes of customer migration in 14 major manufacturing and service companies and found that 15 percent migrated because of quality issues, and another 15 percent changed supplier because of price issues. The remainder, 70 percent, moved on because ‘they didn’t like the human side of doing business with the prior provider of the product or service’.

Tom Peters, The Pursuit of Wow


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Customer Loyalty

Customer Loyalty






0%

15%

30%

45%

60%

75%

90%

71%August 2008

75%August 2009

88%August 2010


The chart below illustrates the percentage of respondents who Fully Agree.




49

88%

12%0% 0%

0%

15%

30%

45%

60%

75%

90%

Fully Agree Partially Agree Partially Disagree Fully Disagree

75%

25%

0% 0%

0%

15%

30%

45%

60%

75%

90%



I would purchase products or services from your company again.

VeryGood

Good

Average

Problem

SeriousProblem

Exceptional

Repurchase Intent is a key barometer of a customer's sense of loyalty to your company. While a customer's full agreement with the statement does not necessarily mean that they will continue doing business with you,

a response of less than Fully Agree suggests the customer would be receptive to a competitive approach.

Customer Loyalty






0%

15%

30%

45%

60%

75%

90%

59%August 2008

65%August 2009

80%August 2010


The chart below illustrates the percentage of respondents who Fully Agree.




49

80%

12% 8%0%

0%

15%

30%

45%

60%

75%

90%


65%

22%13%

0%

0%

15%

30%

45%

60%

75%

90%



I would recommend your company to an associate.

VeryGood

Good

Average

Problem

SeriousProblem

Exceptional

A customer's Willingness to Recommend Your Company is a measure of both loyalty to and confidence in your company's performance. A customer who would not hesitate to offer a recommendation or referral is not only satisfied with the job you are doing, but is confident that you have the ability to do so for others as well.

A customer's Willingness to Recommend Your Company is a measure of loyalty, but of nearly equal importance, it is an expression of confidence in your company's current and future performance.

A customer who would not hesitate to offer a recommendation or referral is not only satisfied with the job you are doing, but is confident that if they stake their credibility to your name, you are likely to also perform well for others.


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“By examining contract renewal rates (Johnson Controls) found a one point increase in the overall satisfaction score was worth $13 million increase in service contract renewals annually.”

American Society For Quality

February 2003

“By examining contract renewal rates (Johnson Controls) found a one point increase in the overall satisfaction score was worth $13 million increase in service contract renewals annually.”

American Society For Quality

February 2003



Performance Categories

Sales PerformanceResponse Detail

How satisfied are you with the overall performance of our sales representatives?

Related Questions

Your sales representatives thoroughly know and understand your products and services.

Your sales representatives understand my business needs.

Your sales representatives suggest solutions to improve our business.

34%

59%

2% 5%

0%

15%

30%

45%

60%

75%

90%


70%

28%

2% 0%

0%

15%

30%

45%

60%

75%

90%


20%

38%36%

7%

0%

15%

30%

45%

60%

75%

90%


24%

39%29%

8%

0%

15%

30%

45%

60%

75%

90%


59%

37%

4% 0%

0%

15%

30%

45%

60%

75%

90%


76%

22%

2% 0%

0%

15%

30%

45%

60%

75%

90%


41%45%

10%4%

0%

15%

30%

45%

60%

75%

90%

TotallySatisfied

SomewhatSatisfied

SomewhatDissatisfied

TotallyDissatisfied


23%

65%

6% 6%

0%

15%

30%

45%

60%

75%

90%

TotallySatisfied

SomewhatSatisfied

SomewhatDissatisfied

TotallyDissatisfied

Prior Period Scores

169Number of Respondents

Current Period

155Respondents

Respondents

160Respondents

159

Sales Performance

High Company Score 91% Low Company Score 5% Median All Companies 53% Percentile Rank 20%

Rank of current score in


Related Questions




How satisfied are you with the overall performance of our sales representatives?


0%

15%

30%

45%

60%

75%

90%

11% 20% 24%

The chart to the right illustrates the percentage of respondents who Fully Agree

with the statement below.





The chart above illustrates the percentage of respondents who are Totally Satisfied.

0%

15%

30%

45%

60%

75%

90%

21%August 2008

23%August 2009

41%August 2010

Very Good

Good

Average

Problem

Serious Problem

Exceptional

0%

15%

30%

45%

60%

75%

90%

30% 34% 59%

0%

15%

30%

45%

60%

75%

90%

72% 70% 76%


The typical survey collects detailed response data on anywhere from 8 to as many as 15 performance areas, or “categories”. In each case, a Satisfaction Question establishes a performance benchmark for the category, and series of 3 or more “statements” operate as drill downs to provide insight into why customers feel the way they do about the subject.

Questions and statements may be selected from the InfoQuest Library of Categories and Questions, or they may be custom designed for you own needs.


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Whenever questions from our Library of Categories and questions is utilized, we’ll show you how your results compare to those in our international database. We also offer a growing list of industry specific comparisons.


Benchmarks

Billing and Invoicing

High Company Score 85% Low Company Score 17% Median All Companies 47% Percentile Rank 66%



How satisfied are you with our billing and invoicing?


0%

15%

30%

45%

60%

75%

90%

21%August 2008

37%August 2009

53%August 2010

Very Good

Good

Average

Problem

Serious Problem

Exceptional

You can also create your own benchmarks and comparisons, tracking results over time, or by whatever internal measurements you may need - regions, product lines, customer type – the possibilities are nearly endless.


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Technical Support

How satisfied are you with the level of technical support we provide?

0%

15%

30%

45%

60%

75%

90%

26%Asia Pacific

44%EMEA

27%Latin America

69%North America

48%Total

Very Good

Good

Average

Problem

Serious Problem

Exceptional

Sales Performance

How satisfied are you with the overall performance of our account managers?

0%

15%

30%

45%

60%

75%

90%

100%Electronics

56%Industrial

61%Medical

33%Sports&Rec

56%Total

Very Good

Good

Average

Problem

Serious Problem

Exceptional

Personal Service Delivery

Overall, how satisfied are you with our responsiveness to your personal service needs?

0%

15%

30%

45%

60%

75%

90%

63%Nov. '01

61%Nov. '02

65%Dec. '03

74%Dec. '04

74%Nov. '05

78%Dec. '06

77%Dec. '07

81%Dec. '08

85%Dec. '09

87%Mar. '11

Very Good

Good

Average

Problem

Serious Problem

Exceptional

“InfoQuest provides us with detailed customer-specific information, unavailable by other means, that has been used to increase sales. It produces a return on investment that promotes frequent use of the process. We also find it to be an invaluable tool for marketing communication.”

Nick Hartle, Manager Worldwide Strategic AccountsGreene, Tweed & Company

“InfoQuest provides us with detailed customer-specific information, unavailable by other means, that has been used to increase sales. It produces a return on investment that promotes frequent use of the process. We also find it to be an invaluable tool for marketing communication.”

Nick Hartle, Manager Worldwide Strategic AccountsGreene, Tweed & Company


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Barrester, Don Acton Hardware Corp. Bellingham, Lorie Smithson Industries Blith, Cary Excel Corporation Brady, Michael ATW, Inc. Bredhurst, Gill Nova, Inc. Casey, Peter Carbon Tech Industries Dawes, Kristine PHS, Inc. Forster, Alison Champion Industries Genthe, Justin Viscal Corp. Gieger, David Gieger Corp. Greene, James McDowell Manufacturing Grimes, Wes Brown Labaratories Haymond, Luke Penn-Arcade Corp. Hennesey, Margaret Hennesey, Inc. Henson, Leo Superior Products Corp. Hunell, Noel TSC, Inc. Jones, John Jones Bros., Inc. Karwoski, Bill Dawes Corporation Kelly, Eric J.M. Morley Kersey, Ryan Texas Industries Kline, David Liberty & Maller, Inc. Lamero, Kevin Widget Technologies Corp. Leonard, Tim Haysite Products Livingston, Garth Malther & Co. Inc. Lombard, Brett SconeTech, Inc. Lorden, James Lorden Corporation Maddick, Geno Maddick Inc. Murdock, Geoffrey ARCON Corp. Palmer, Jefferson Palmer Products Inc. Pastillo, Eddie Squire Technologies Corp. Payne, Sean RM Karnes, Inc. Porter, Karina Digital Images Inc. Quinteros , Wayne OEM Support Group Ltd. Rankind, Paul Worldwide Electric Corp. Rauccio, Vince GSR Corp. Rollins, Shania Beldock, Inc.

Legend Totally Dissatisfied Somewhat Dissatisfied


Problem Identification – By CustomerPROBLEM IDENTIFICATION –

By Customer

Knowing you have opportunities for improvement is one thing. Knowing precisely where those opportunities lie, and to what extent, is quite another.

The Problem Identification Matrix, or “Dot Chart”, provides your first insight into customer and account specific issues. Each entry on the chart represents a dissatisfied response to a specific performance related satisfaction question. This view enables you to begin identifying where you have ticking time bombs……and where you do not.


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PROBLEM IDENTIFICATION –

Other Views

Name CompanyAccountRevenue O

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Forster, Alison Champion Industries $3,200,000

Grimes, Wes Brown Labaratories $2,300,000

Thompson, Hugh Bartell Aviation $1,700,000

Jones, John Jones Bros., Inc. $1,200,000

Bellingham, Lorie Smithson Industries $1,115,000

Porter, Karina Digital Images Inc. $1,107,000

Murdock, Geoffrey ARCON Corp. $950,000

Bredhurst, Gill Nova, Inc. $815,000

Greene, James McDowell Manufacturing $550,000

Barrester, Don Acton Hardware Corp. $540,000

Kline, David Liberty & Maller, Inc. $510,000

Maddick, Geno Maddick Inc. $490,000

Genthe, Justin Viscal Corp. $485,000

Henson, Leo Superior Products Corp. $260,000

Kelly, Eric J.M. Morley $174,000

Sullivan, Patrick West Coast Global $165,000

Wentworth, Jason CWR Products, Inc. $150,000

Livingston, Garth Malther & Co. Inc. $132,000

Blith, Cary Excel Corporation $131,000

Hunell, Noel TSC, Inc. $119,000

Lombard, Brett SconeTech, Inc. $106,000

Pastillo, Eddie Squire Technologies Corp. $97,000

Rauccio, Vince GSR Corp. $93,000

Casey, Peter Carbon Tech Industries $91,000

Russell, Tom Amherst Corporation $89,000

Zeal, Henry Digital Products, Inc. $89,000

Tinsley, Scott Delta Labs Inc. $86,500

Quinteros , Wayne OEM Support Group Ltd. $86,000

Schmidt, Pete S&S Supplies $82,000

Brady, Michael ATW, Inc. $81,000

Lamero, Kevin Widget Technologies Corp. $80,000

Karwoski, Bill Dawes Corporation $74,000

Dawes, Kristine PHS, Inc. $73,000

Kersey, Ryan Texas Industries $65,000

Rollins, Shania Beldock, Inc. $63,500

Haymond, Luke Penn-Arcade Corp. $59,000

Legend Totally Dissatisfied Somewhat Dissatisfied


Problem Identification – By Account Revenue

Company RevenuePene-tration

AccountPotential O

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Bartell Aviation $1,700,000 30% $5,666,667

Champion Industries $3,200,000 80% $4,000,000

McDowell Manufacturing $550,000 20% $2,750,000

Nova, Inc. $815,000 30% $2,716,667

Brown Labaratories $2,300,000 100% $2,300,000

Liberty & Maller, Inc. $510,000 25% $2,040,000

J.M. Morley $174,000 10% $1,740,000

ARCON Corp. $950,000 60% $1,583,333

Jones Bros., Inc. $1,200,000 80% $1,500,000

Smithson Industries $1,115,000 80% $1,393,750

Digital Images Inc. $1,107,000 80% $1,383,750

Viscal Corp. $485,000 40% $1,212,500

Acton Hardware Corp. $540,000 66% $818,182

Beldock, Inc. $63,500 10% $635,000

Superior Products Corp. $260,000 50% $520,000

West Coast Global $165,000 33% $500,000

Maddick Inc. $490,000 100% $490,000

Palmer Products Inc. $52,000 15% $346,667

Delta Labs Inc. $86,500 25% $346,000

Malther & Co. Inc. $132,000 40% $330,000

CWR Products, Inc. $150,000 50% $300,000

TSC, Inc. $119,000 50% $238,000

SconeTech, Inc. $106,000 50% $212,000

Excel Corporation $131,000 80% $163,750

Carbon Tech Industries $91,000 80% $113,750

Amherst Corporation $89,000 80% $111,250

Squire Technologies Corp. $97,000 90% $107,778

Johnson & Turley $53,000 50% $106,000

GSR Corp. $93,000 100% $93,000

PHS, Inc. $73,000 80% $91,250

Digital Products, Inc. $89,000 100% $89,000

OEM Support Group Ltd. $86,000 100% $86,000

S&S Supplies $82,000 100% $82,000

LegendTotally DissatisfiedSomewhat Dissatisfied I n fo Q u e s t

B u s i n e s s P r o c e s s R e v i e w

Problem Identification – By Account Potential

The cost of losing a customer can be huge.

A company’s failure to maximize sales from a customer can be just as costly.

These versions of the “Dot Chart” not only show you which of your top accounts are at risk of loss, they also give you clear insight into why.


®

“Its “Totally Satisfied” customers were six times more likely to repurchase Xerox products over the next 18 months than its satisfied customers.”

Why Satisfied Customers Defect. By: Jones, Thomas O.; Sasser Jr., W., Harvard Business Review, Nov/Dec 95, Vol. 73 Issue 6, p88, 14p

“Its “Totally Satisfied” customers were six times more likely to repurchase Xerox products over the next 18 months than its satisfied customers.”

Why Satisfied Customers Defect. By: Jones, Thomas O.; Sasser Jr., W., Harvard Business Review, Nov/Dec 95, Vol. 73 Issue 6, p88, 14p


INDIVIDUAL CUSTOMER RESPONSES –

SIF Written Comments

Kelly, EricProduction ManagerJ.M. Morley

12 Sunti RoadSuite 11Birmingham, AL 35242

Telephone: (205) 887-7543

[Overall] On an overall basis, how satisfied are you with our company?X

X

X

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[Customer Impressions] How satisfied are you with our company as a business partner?

[Sales Performance] How satisfied are you with the overall performance of our sales representatives?

[Overall] On an overall basis, how satisfied are you with our company?

[Billing and Invoicing] How satisfied are you with our billing and invoicing?

[Pricing] How satisfied are you with the procedures we use for providing quotes?

[Communication] How satisfied are you with our company's overall communication efforts?

When providing quotes, your availability of information is readily accessible and up to the minute.

When providing quotes, the prices you quote or the availability of product meets my needs.

[Management Interactions] How satisfied are you with your interactions with our management?




Your deliveries arrive when promised.

Your deliveries are complete and accurate.

All deliveries are clearly marked to identify the contents.

[Ordering] How satisfied are you with the effectiveness with which we process your orders?

[Customer Service] How satisfied are you with the customer service we provide?

The management people I have contacted in your company are customer focused.

I know that your management is available to address my problems and concerns.

I can always contact someone in your company who can make decisions that affect me.

I never experience problems when I place an order by telephone.

Ordering from your company is an easy process.

Your company is flexible and accommodating when we need to make changes to an order.

Billing issues are fairly and satisfactorily resolved.

When there is an issue with an invoice, your personnel are accommodating and helpful.

Price quotes are provided quickly and accurately.

[Delivery] How satisfied are you with the delivery of our products or services?

Your personnel routinely stay in touch with me to keep me apprised of issues that may affect me.

Everyone in your company seems committed to helping meet my business needs.

I do not need to rely solely on my sales representative to meet my informational needs.

I intend to continue my business relationship with your company.

When I think of quality products and services, I think of your company first.

Your company listens and responds to me when I have a problem.



I would recommend your company to an associate.

Invoices from your company are complete and accurate.

The customer service personnel are pleasant and knowledgeable.

Whenever a problem arises, I know who to contact.

If someone cannot initially answer my question, they find the answer and get back to me promptly.

Acme Widget CorporationSales Rep: A. Boisvert


®

InfoQuest is “a powerful sales weapon due to its incredible precision. Because selling to identified needs is always much easier, customer feedback via this process has more than once saved a sale by getting customers to tell us the truth.”

Paul Rondina

Digital Equipment Corp.

InfoQuest is “a powerful sales weapon due to its incredible precision. Because selling to identified needs is always much easier, customer feedback via this process has more than once saved a sale by getting customers to tell us the truth.”

Paul Rondina

Digital Equipment Corp.

You receive one page for every respondent showing all of their responses.

Six of every ten respondents also send back open-ended written comments, adding further detail and clarity to their opinions.

Together, it is a virtual MRI scan of your most important customer relationships.


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MANAGEMENT SURVEYS –

Key Questions/Statements Ac

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On an overall basis, how satisfied are you with our company?

53% 46%-60% 46%-60% 31%-45% 16%-30% 46%-60% 31%-45% 46%-60% 31%-45% 46%-60% Over 60%


45% 46%-60% 46%-60% 31%-45% 31%-45% 46%-60% 31%-45% 46%-60% 46%-60% 46%-60% 46%-60%


88% 46%-60% 31%-45% 46%-60% 31%-45% Over 60% 46%-60% Over 60% 46%-60% Over 60% 46%-60%

I would recommend your company to an associate.80% 46%-60% 31%-45% 31%-45% 31%-45% 46%-60% 31%-45% 46%-60% 31%-45% 46%-60% 46%-60%

How satisfied are you with our billing and invoicing?

53% 46%-60% 46%-60% 16%-30% 31%-45% 46%-60% 46%-60% Over 60% 31%-45% 46%-60% 46%-60%

Invoices from your company are complete and accurate.

54% 46%-60% 46%-60% 16%-30% 31%-45% 31%-45% 46%-60% Over 60% 46%-60% 46%-60% 46%-60%

Billing issues are fairly and satisfactorily resolved.

55% 31%-45% 46%-60% 46%-60% 31%-45% 31%-45% 31%-45% 46%-60% 31%-45% Over 60% Over 60%

When there is an issue with an invoice, your personnel are accommodating and helpful. 79% 31%-45% 46%-60% 16%-30% 31%-45% 46%-60% 31%-45% Over 60% 16%-30% Over 60% 46%-60%

How satisfied are you with the procedures we use for providing quotes?

65% 16%-30% 31%-45% 46%-60% 16%-30% 31%-45% 31%-45% 46%-60% 0%-15% 0%-15% 46%-60%

Price quotes are provided quickly and accurately.

69% 31%-45% 16%-30% 16%-30% 16%-30% 31%-45% 31%-45% 46%-60% 16%-30% 46%-60% 46%-60%

When providing quotes, your availability of information is readily accessible and up to the minute. 59% 31%-45% 16%-30% 16%-30% 16%-30% 31%-45% 31%-45% 31%-45% 16%-30% 0%-15% Over 60%

When providing quotes, the prices you quote or the availability of product meets my needs. 67% 31%-45% 31%-45% 31%-45% 31%-45% 31%-45% 31%-45% 46%-60% 46%-60% 31%-45% 31%-45%

How satisfied are you with our company's overall communication efforts?

51% 31%-45% 31%-45% 31%-45% 16%-30% 46%-60% 46%-60% 31%-45% 16%-30% 31%-45% Over 60%

Your personnel routinely stay in touch with me to keep me apprised of issues that may affect me. 63% 46%-60% 16%-30% 16%-30% 0%-15% 31%-45% 16%-30% 16%-30% 31%-45% 16%-30% 31%-45%

Everyone in your company seems committed to helping meet my business needs.

45% 31%-45% 31%-45% 31%-45% Over 60% 46%-60% 31%-45% Over 60% 46%-60% Over 60% Over 60%

I do not need to rely solely on my sales representative to meet my informational needs. 53% 31%-45% 16%-30% 16%-30% 16%-30% Over 60% 46%-60% 31%-45% 31%-45% 16%-30% 31%-45%

Management's Prediction of Customer's Responses

Key Questions/Statements


Customer Impressions

How satisfied are you with our company as a business partner?

I intend to continue my business relationship with your company.

When I think of quality products and services, I think of your company first.

Your company listens and responds to me when I have a problem.


Manager's AccuracyManager's PredictionsActual Customer Score

0%

20% 20%

60%

0%

0-15% 16-30% 31-45% 46-60% Over 60%

33%

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45%

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90%

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20% 20%

60%

Accurate Low High

30%

10%

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47%

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0% 0%

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0% 0%

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Accurate Low High

30%

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30%

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31%

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30%

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20%

Accurate Low High

How in touch with customer sentiments is your management team? Are they able to look at themselves through your customer’s eyes, and if so, do they see the same things your customers see?

Get ready for a wake-up call. Management Surveys are sent to your executive team and they are asked to “predict” how they think your customers are going to respond to the survey. We then process the results to show you how everyone did.


®


PROFITMAX STRATEGIC PROFILE * –

* Note – minimum 100 responses required to employ this technology

ProfitMax uses a branch of the artificial intelligence technologies called Neural Networks (essentially, pattern recognition software) to identify and quantify those performance attributes which, if improved, will generate the greatest positive impact on Overall Customer Satisfaction.

The average company will spend 2-10 times the cost of a survey dealing with and addressing the issues it identifies. With that kind of money at stake, the actions you take had better be the right ones.

Available nowhere else that we know of, this powerful tool shows you where to put your time, energy and resources in order to generate the greatest return on investment.


®


PROFITMAX STRATEGIC PROFILE * –

* Note – minimum 100 responses required to employ this technology

“The depth of information created was incredible and its utility invaluable. We are proceeding with additional (survey) programs.”

Bob Briselli, Master Black Belt

DuPont Coatings and Color Technologies

“The depth of information created was incredible and its utility invaluable. We are proceeding with additional (survey) programs.”

Bob Briselli, Master Black Belt

DuPont Coatings and Color Technologies

Impact results from Chart 2 are plotted against existing levels of customer satisfaction from Chart 1, and the resulting amalgamation is presented on what we call the Payoff Profile.

By focusing efforts on those performance attributes with both a high level of impact and and a low level of satisfaction, you direct your energies toward areas with the greatest potential return.

Or as others have stated it, the Payoff Profile shows you where and how to get the biggest bang for the buck.


®

“InfoQuest’s ability to identify the revenue impact of performance improvements will help us plan, justify and implement the activities that will generate the highest return. This dollar and cents return data has been key to mobilizing our local organizations to take action.”

Lynn Brown Sr. VP Sales & MarketingHydro Aluminum North America

“InfoQuest’s ability to identify the revenue impact of performance improvements will help us plan, justify and implement the activities that will generate the highest return. This dollar and cents return data has been key to mobilizing our local organizations to take action.”

Lynn Brown Sr. VP Sales & MarketingHydro Aluminum North America

THE REVENUE INDEX

OVERALL SATIS

FACTION

INDEX -

NORMALIZ

ED TO

ONE HUNDRED P

ERCENT

SIMPLIF

IED R

ATIOS

NUMBER O

F RESPONDENTS

RESPONSE %

INDEX S

CORE *

Totally Satisfied 100% 1.0 26 53.06% 53.06%

Somewhat Satisfied 38% 0.4 19 38.78% 15.51%

Somewhat Dissatisfied 7% 0.1 3 6.12% 0.61%

Totally Dissatisfied -180% (2.0) 1 2.04% -4.08%

* Index Score is calculated by multiplying Response % by Simplified Ratio

TOTAL SCORE 65.10%


Low Company Score -34%


Percentile Rank 59%



4) The underlying premise of the Revenue Index is built upon survey data collected within a highly competitive sector. In mature businesses, where products or services are quite similar, the impact of customer satisfaction on revenues may be even greater.

3) Customer satisfaction is obviously not the only revenue driver; competitive influences and general economic conditions play a significant role in any company's performance. Thus any conclusions drawn from the Revenue Index must be based on the assumption of "all (other) things remaining equal".

While the Revenue Index is extremely useful for tracking changes over time, several points of clarification are in order.

1) It is a very sensitive indicator of changes in customer perceptions. Small shifts from one satisfaction group to the next can produce major movement in the Index, especially if driven by customers in the Totally Dissatisfied group.

2) The impact on revenue is not instantaneous. While increases or decreases in customer satisfaction will produce changes in revenues, the actual impact tends to lag by anywhere from 6-9 months. The Revenue Index is most useful as a predictor of future actions.

Acme Widget Corporation


The total score is a measure of the percentage of available revenues you are currently receiving from your customers.



THE REVENUE INDEX –

Based on a statistical model we developed from the analysis of over 20,000 sets of global survey responses, the Revenue Index illustrates the correlation between your current levels of Overall Customer Satisfaction and the degree to which you are maximizing revenue potential among your existing accounts.

Bearing in mind that the Revenue Index is a model, not an absolute, it is nevertheless an effective way to calculate and monitor the revenue impact of changes in your operation.


®

Post Survey WorkshopPost Survey Workshop

Scores being applied to action items developed at a workshop held for

Manitowoc Crane Group, Singapore in September 2005.

Senior Management Staff of Pitney Bowes Sweden with their final

action items. Stockholm, November 2005.

The InfoQuest Brainstorming Workshop provides a means by which your entire management team:

1) Participates in a detailed review of the survey results.

2) Splits into teams, each of which are charged with identifying 20 items that, if successfully implemented, could be expected to improve customer satisfaction.

3) Then, as a full team, discusses, debates and “scores” each action item based on five criteria:

Speed of Change (faster is better) Cost of Change (more is NOT better) Benefit of Change (cost, PR, simple good sense?) Level of Approval Required (close to home preferred) Probability of Success (is it realistic?) When the workshop is complete, usually 6-8 hours after it

begins, you and your management team emerge with:

1) A full understanding of precisely what your customers had to say.

2) Ownership of a detailed action plan – typically 50 or more action items – which the team created. Your InfoQuest moderator, who will guide you through the process, is there as an observer. At the end of the day, it is your action plan, which increases the team;’s level of buy-in and commitment. .

3) Through the scoring mechanism, you have a stratified list of short-term, mid-term and long-term objectives. Implementation can usually begin the next morning.

4) All of it is in direct response to the voice of your customers.


®

Preparation for LaunchPreparation for Launch

1) Select survey content the Library of Categories and Questions, and/or design custom questions. We will assist in either case.

2) Supplemental Information Form content is created. We will need a high quality electronic version of your company logo with which to brand the survey.

3) A Customer List must be assembled into a spreadsheet. All basic contact information (name, title, business mailing address and phone number) must be provided. Any segmentation criteria (region, product line, sales rep, etc.) needs to be provided as well

4) Language requirements, if any, need to be identified and secured.

5) A Customer Notification Letter, on your letterhead, is sent to everyone on your contact list. This starts the process. Telephone validation calls, seeking permission to send surveys, commence within a few business days. Letters should be signed by the most senior name and title available in the company.

6) Ten weeks after letters are mailed (twelve weeks for an international survey), reports are in your possession.

STANDARD QUESTIONS - PART OF ALL SURVEYS

1. OverallA. On an overall basis, how satisfied are you with our company?B. How satisfied are you with the ease of doing business with our company?C. I would purchase products or services from your company again.D. I would recommend your company to an associate.

ADMINISTRATION & FINANCE CATEGORIES

2. Billing and Invoicing

A. How satisfied are you with our billing and invoicing?B. Invoices from your company are complete and accurate.C. Billing issues are fairly and satisfactorily resolved. D. When there is an issue with an invoice, your personnel are accommodating and helpful.

3. Credits and Payments

A. How satisfied are you with our credit and payment process?B. The credit and payment schedules you provide us are consistent with our needs.C. When a credit or payment issue arises, you work effectively with us to arrive at a solution. D. Your credit and payment schedules are consistent with the industry norms.

4. Credits and Returns

A. How satisfied are you with our policies and procedures for issuing credits?B. Credits are issued in a prompt and efficient manner. C. The paperwork and time required to process returns is reasonable.D. The need to submit credit requests is infrequent.

7. Pricing

A. How satisfied are you with the procedures we use for providing quotes?B. Price quotes are provided quickly and accurately. C. When providing quotes, your availability of information is readily accessible and up to the minute. D. When providing quotes, the prices you quote or the availability of product meets my needs.

56. Ordering

A. How satisfied are you with the effectiveness with which we process your orders?B. I never experience problems when I place an order by telephone.C. Ordering from your company is an easy process.D. Your company is flexible and accommodating when we need to make changes to an order.

BUSINESS PRACTICES CATEGORIES

10. Business Practices

A. How satisfied are you in your dealings with our company as a business partner? B. Your company is flexible in the way it conducts business.C. Your company always keeps the promises it makes. D. Contract or order changes are easy to make.


A. How satisfied are you with the way we conduct business?B. Once I am connected to the right person, any questions or problems I have are quickly resolved.C. The individuals that I interact with at your company are responsive to my needs. D. Your company seems to do everything it can to streamline processes.


A. How satisfied are you in your dealings with our company as a business partner?B. Your company's business practices are easy to understand.C. I can always count on your company to meet its promises and commitments.D. Yours is an easy company to deal with.

STANDARD QUESTIONS - PART OF ALL SURVEYS

1. OverallA. On an overall basis, how satisfied are you with our company?B. How satisfied are you with the ease of doing business with our company?C. I would purchase products or services from your company again.D. I would recommend your company to an associate.

ADMINISTRATION & FINANCE CATEGORIES

2. Billing and Invoicing

A. How satisfied are you with our billing and invoicing?B. Invoices from your company are complete and accurate.C. Billing issues are fairly and satisfactorily resolved. D. When there is an issue with an invoice, your personnel are accommodating and helpful.

3. Credits and Payments

A. How satisfied are you with our credit and payment process?B. The credit and payment schedules you provide us are consistent with our needs.C. When a credit or payment issue arises, you work effectively with us to arrive at a solution. D. Your credit and payment schedules are consistent with the industry norms.

4. Credits and Returns

A. How satisfied are you with our policies and procedures for issuing credits?B. Credits are issued in a prompt and efficient manner. C. The paperwork and time required to process returns is reasonable.D. The need to submit credit requests is infrequent.

7. Pricing

A. How satisfied are you with the procedures we use for providing quotes?B. Price quotes are provided quickly and accurately. C. When providing quotes, your availability of information is readily accessible and up to the minute. D. When providing quotes, the prices you quote or the availability of product meets my needs.

56. Ordering

A. How satisfied are you with the effectiveness with which we process your orders?B. I never experience problems when I place an order by telephone.C. Ordering from your company is an easy process.D. Your company is flexible and accommodating when we need to make changes to an order.

BUSINESS PRACTICES CATEGORIES


A. How satisfied are you in your dealings with our company as a business partner? B. Your company is flexible in the way it conducts business.C. Your company always keeps the promises it makes. D. Contract or order changes are easy to make.


A. How satisfied are you with the way we conduct business?B. Once I am connected to the right person, any questions or problems I have are quickly resolved.C. The individuals that I interact with at your company are responsive to my needs. D. Your company seems to do everything it can to streamline processes.


A. How satisfied are you in your dealings with our company as a business partner?B. Your company's business practices are easy to understand.C. I can always count on your company to meet its promises and commitments.D. Yours is an easy company to deal with.

Library of Categories and Questions

RECOMMENDED FORMATCUSTOMER CONTACT LETTER

(Sent out in advance, on your letterhead, to everyone on your survey list.)

May 7, 2010

Mr. John SmithABC Company100 Main StreetAnytown, USA 10001

Dear Mr. Smith:

With best regards,

Thank you in advance for your input and recommendations. If you have any questions, please feel free to give me a call.

In our continuing efforts to identify those areas in which we may better serve our business partners, and to give us the tools to adequately plan for the future, the Acme Company needs your help.

In the next few weeks, we will be conducting a survey of some of our key customers. A consulting company, InfoQuest International, will conduct the survey, and has been asked to contact you as a desired participant. The purpose of the survey is to gather data that will enable us to identify areas in which we may be able to improve our service to you. As one of our valued customers, we would appreciate it very much if you would take the few minutes needed to complete the survey.

Once the survey is finished, we would also like to share with you its relevant results, along with our plans for dealing with any issues or problems the survey identifies. In that regard, your completely candid thoughts, insights and responses to the survey will help make that effort productive for all of us. From the time we start, the survey will take about three months to complete.

InfoQuest International will be contacting you in the near future seeking your agreement to participate in this program. It is my sincere hope that your response will be positive.

RECOMMENDED FORMATCUSTOMER CONTACT LETTER

(Sent out in advance, on your letterhead, to everyone on your survey list.)

May 7, 2010

Mr. John SmithABC Company100 Main StreetAnytown, USA 10001

Dear Mr. Smith:

With best regards,

Thank you in advance for your input and recommendations. If you have any questions, please feel free to give me a call.

In our continuing efforts to identify those areas in which we may better serve our business partners, and to give us the tools to adequately plan for the future, the Acme Company needs your help.

In the next few weeks, we will be conducting a survey of some of our key customers. A consulting company, InfoQuest International, will conduct the survey, and has been asked to contact you as a desired participant. The purpose of the survey is to gather data that will enable us to identify areas in which we may be able to improve our service to you. As one of our valued customers, we would appreciate it very much if you would take the few minutes needed to complete the survey.

Once the survey is finished, we would also like to share with you its relevant results, along with our plans for dealing with any issues or problems the survey identifies. In that regard, your completely candid thoughts, insights and responses to the survey will help make that effort productive for all of us. From the time we start, the survey will take about three months to complete.

InfoQuest International will be contacting you in the near future seeking your agreement to participate in this program. It is my sincere hope that your response will be positive.


®

BenefitsBenefits

“Without a doubt, InfoQuest has been one of the most effective sales and marketing efforts we have ever undertaken. This is one of the few times where enhanced customer relationships and increased revenue can be directly attributed to a marketing expense…….and it resulted in a significant return on cost. I am pleased to tell you that Trelleborg Sealing Solutions Worldwide considers InfoQuest’s analytical information and candid customer feedback to be an integral component of our annual strategic planning process.”

Tim Callison, President, Marketing Americas

Trelleborg Sealing Solutions

“Without a doubt, InfoQuest has been one of the most effective sales and marketing efforts we have ever undertaken. This is one of the few times where enhanced customer relationships and increased revenue can be directly attributed to a marketing expense…….and it resulted in a significant return on cost. I am pleased to tell you that Trelleborg Sealing Solutions Worldwide considers InfoQuest’s analytical information and candid customer feedback to be an integral component of our annual strategic planning process.”

Tim Callison, President, Marketing Americas

Trelleborg Sealing Solutions

Identifies customers who are susceptible to overtures from competitors, enabling you to isolate and correct problems before they become critical.

Identifies areas of subtle discontent, unmet needs and unfulfilled opportunities that can, have, or will cost your company sales.

Generates direct sales access to an expanded list of decision-makers.

Analytical tools available nowhere else in the world include the Revenue Index, which correlates customer satisfaction to revenue maximization, and the ProfitMaxsm Strategic Profile, which identifies and prioritizes the key drivers of Overall Customer Satisfaction.

Helps focus your company’s resources to achieve maximum sales benefit, while clear, unambiguous benchmarks enable you to monitor progress and improvement over time.

Helps you maintain business relationships in the face of corporate ownership and personnel changes.

Perfect for ISO, QS and other quality processes with customer satisfaction benchmarking and tracking requirements.

Improves overall customer satisfaction and loyalty to your company, resulting in increased profitability.

InfoQuest Intro PowerPoint

Business

Transcript of InfoQuest Intro PowerPoint