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FCG Customer Satisfaction Benchmarking Study

FCG Customer Survey Client Testimonial.

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FCG Customer Satisfaction Benchmarking Study

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    1. FCG Customer Satisfaction Benchmarking Study FCG – The Distribution Industry Leader in Market Research for 26 Years

    2. FCG Customer Survey Client Testimonial “We all know that customer feedback is essential to the process of continuing to fine tune and improve service to our customers. From first-hand experience, Springfield Electric has learned that the challenge is how to get that feedback from a broad base of customers, and then how to analyze it correctly and use it to make good business decisions. For help with this challenge, we engaged Farmington Consulting Group. Using FCG’s very concise customer satisfaction survey process, we got the information we needed, but that was just the beginning.   Drawing on Tom O’Connor’s base of industry experience and with his skilled facilitation, we were able to quickly and effectively turn survey results into actions. Tom brought us great value as he: 1) Analyzed the survey results and identified the specific areas of our performance that our customers want to see improved. 2) Interpreted the results to our management team and made specific recommendations. 3) Facilitated a cross functional Springfield Electric team to develop an action plan to improve targeted areas of performance. 4) Guided the implementation of a customer service guarantee platform.   These actions have effectively raised the bar on our own performance and on our competition as well. But the real reward is that our customers tell us they see and appreciate the changes.” Mike Barker, President, Springfield Electric Supply

    3. Best Tool to First Measure Current Service Levels

    4. Why are Customer Surveys the Best First Tool to Measure Current Service Levels?

    5. Why are Customer Surveys the Best First Tool to Measure Current Service Levels? 3. It provides a great listening tool to act on “The Voice of the Customer” – to get your employees committed to Service Perfection. 4. You “Walk the Talk” with your customers by acting on “The Voice of the Customer” and improving service performance ensuring their loyalty and continued business.

    6. Customer Satisfaction Mail Survey 6 Key Success Factors

    7. FCG Capabilities Direct Mail Surveys Online Surveys Telephone Surveys Conduct Customer Satisfaction Studies for as few as 300 customers and one branch to as many as 15,000+ customers and 300+ branches. 3 Survey Analysts and 1 Programmer on staff to ensure quick turnaround and analysis.

    8. FCG CSI & CDI Analysis We analyze your survey results by Customer Satisfaction Indexes (CSI’s) and Customer Dissatisfaction Indexes (CDI’s) to highlight which aspects of your company your customers are satisfied with and which aspects need improvement. We are then able to benchmark your CSI results against those of 34 other FCG client distributors.

    9. Customer Satisfaction Mail Survey (Sample Questions)

    10. Customer Satisfaction Index (CSI)

    11. FCG Survey Method Send 3-page survey with cover letter, along with a one dollar bill and an FCG business reply envelope to your customers in your company’s envelope. We input your returned surveys into our programmed database and analyze every survey category (People, Customer Service, Comparison to Competition) by: Your total company Each of your branch location Your divisions Customer Type: Primary, Secondary, and Tertiary customers Benchmarking your Customer Satisfaction Index (CSI) results to the median CSI ratings of 34 other distributors. Your survey results will be tabulated and interpreted based upon CSI’s and CDI’s. The CSI and CDI survey data will then be summarized and evaluated accurately and objectively with a detailed action plan to increase customer satisfaction for each of your branch locations.

    12. Written Report: 200-600 page report with survey results, study findings and recommendations.

    13. Sample Benchmarking Data

    14. Sample Benchmarking Data (cont.)

    15. 40% Average Response Rate Research shows survey response rates are higher when an outside research company is used. As a third-party research firm, customers are assured confidentiality and therefore respond candidly and honestly. $1 Enticer

    16. FCG Client Distributor Client List

    17. FCG Client Testimonial “The benefit of having FCG conduct our Customer Satisfaction Benchmarking Study was far and away more then I anticipated.” Russ Visner, Etna Supply “FCG’s survey results have dramatically changed the way we do business.” Joe White, Castle Supply Company “I’ve been intricately involved with FCG on our CSCO Customer Satisfaction Survey for several years. Without a doubt, this survey has helped our branch teams raise the bar in delivering extraordinary service for our customers. The way Customer Satisfaction Index (CSI) goals are tailored based on prior year survey results for each branch make the survey results exceptionally meaningful!” Bob Bruce, Consolidated Supply Co. “While we kid ourselves that we know our customers, the bottom line is only an impartial third party like FCG can get you the real data.” Bob Compagna, Rexel

    18. FCG Client Testimonial “FCG helped us identify and address each issue that was important to our customers which not only improved customer satisfaction, but also an increase in sales!” Bill Goodwin, Griffith Electric Supply “In 25 years of conducting and using market research, Tom O’Connor & FCG’s market research study was the best I have ever seen.” Nate Levenson, Bridgeport Fittings “Because of FCG, we now have focus, direction, teamwork, we have round pegs in round holes, we have increased sales and increased profits.” Karl Neupert, Consolidated Supply Co. “Any distributor or manufacturer who wants to know what their customer really thinks of their business should hire Tom O’Connor and his FCG team to implement one of the customer Satisfaction Surveys. The information is fantastic and is key to creating a strategy which gives the customer what they want, as well as profitability to grow your business at the same time. Steve Helle, Granite City Electric   “Thanks to Tom O’Connor and FCG, Wiseway Supply is now providing superior service to our customers like they have never seen before.” John Cain, Wiseway Supply

    19. For more FCG Client Testimonial, as well as to find more information on the many services we provide for distributors, please visit our website at www.fcgltd.com. Don’t forget to ask about our Employee Satisfaction Surveys… We will exceed your expectations!

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