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Did you know that obtaining a new customer costs anywhere from 6 to 10 times as much as retaining an existing customer? This
fact is the primary reason to conduct customer satisfaction research. Additional benefits include:
- Isolating potential problem areas before they become significant.
- Identifing new products, product features and services that customers wish to have addressed in your company's offerings.
- Providing "break-out" information for sales teams, products, geographic regions, dealers/distributors, and management.
- Isolating issues, whether they are product, people, or process-oriented, which your company must address when driving for continuous improvement.
At Mangen Research Associates we focus on providing full service customer satisfaction research from
research design through data collection and reporting. Specific services include:
- Identification of key groups of questions to include in your customer surveys.
- Survey design which optimizes customer response rates.
- Data collection and data entry including, if desired, implementation of customer feedback systems designed to provide a "closed loop" follow-up for specific customer complaints.
- Implement standard bulk mail, telephone surveys, or on-line Web survey data collection methods that best address your - and your customers - needs.
- Statistical analysis of the key drivers of customer satisfaction.
- Implementing our proprietary Room-For-Improvement™ (RFI) scores that determine those areas which statistically warrant your greatest attention in order to improve customer satisfaction.
- Complete graphic reporting services to present your results in an easy to understand format, thus assisting in management's use of the investment in customer research.
- Wide variety of reporting formats, including:
- Electronic reporting and distribution of Portable Document Format (PDF) files.
- On-line web-based reporting.
- Standard printed reports and CD-Roms.
These services are offered in either a complete package, full-service basis or, if desired, provided as individual
services to augment your existing research efforts.
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