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Customer Surveys
Customer surveys
If customers experience the survey itself as conveying respect and appreciation, then it is very likely that you are dealing with a EUCUSA survey. Using paper and pencil questionnaires, online forms, telephone and personal interviews or focus groups, we discover levels of satisfaction, relevance and client potential. In our projects we take into account different expectations, and deal with them individually. These analyses are the basis for implementing concrete and tailored actions in organizational development, marketing and training.
Project Course
Participation
During the Target and Planning Workshop, representatives of all relevant groups within the company agree upon common goals. This is already a first step to assuring project success. The project team develops the tools of analysis (survey media) and the content of the survey (questions). The project plan makes clear what has to be done, when it must be done and by whom it must be done. The customer survey communication strategy, with respect to the project team, the company and the public, will be decided jointly by the members of the project team.
Results
Thanks to a clear vision of results, both the top managers and the associates understand which factors have the greatest influence on success. Strengths of the company become obvious, and potential for improvement is discovered. The portfolio of actions highlights at once glance areas in which improvement is likely to have the greatest impact. All survey participants have the right to know the results and to learn of planned changes. With the help of EUCUSA, the project team designs a feedback strategy that conveys respect and appreciation.
Benchmarking
In comparing their own results with the EUCUSA ESCI database, our customers learn exactly where the company stands. Having a closer look at best performers both within the company (for example, the best sales unit), and with other companies, fosters learning. A section about benchmarking is included in all EUCUSA main reports.
Anonymity
In customer surveys anonymity is usually not a crucial factor driving validity or the response rate. Individual coding makes it very reassuring for the customer that HIS or HER answers are being taken into account. The available data makes it possible to generate individual feedback.
Project Running Time
From the project kick-off (Target and Planning Workshop) until the presentation of survey results the average duration of the project is two months. Members of our customer’s project team do not have to invest much time. Usually, the necessary time investment consists of one day for the Target and Planning Workshop and half a day for the presentation of results. During the project, the main task of the project team is to promote the survey. Once the survey is done the project team has to agree upon actions that are to be taken, and make sure that they are being implemented. This period varies in time and intensity according to the individual needs of the company.
If customers experience the survey itself as conveying respect and appreciation, then it is very likely that you are dealing with a EUCUSA survey. Using paper and pencil questionnaires, online forms, telephone and personal interviews or focus groups, we discover levels of satisfaction, relevance and client potential. In our projects we take into account different expectations, and deal with them individually. These analyses are the basis for implementing concrete and tailored actions in organizational development, marketing and training.
Project Course
Participation
During the Target and Planning Workshop, representatives of all relevant groups within the company agree upon common goals. This is already a first step to assuring project success. The project team develops the tools of analysis (survey media) and the content of the survey (questions). The project plan makes clear what has to be done, when it must be done and by whom it must be done. The customer survey communication strategy, with respect to the project team, the company and the public, will be decided jointly by the members of the project team.
Results
Thanks to a clear vision of results, both the top managers and the associates understand which factors have the greatest influence on success. Strengths of the company become obvious, and potential for improvement is discovered. The portfolio of actions highlights at once glance areas in which improvement is likely to have the greatest impact. All survey participants have the right to know the results and to learn of planned changes. With the help of EUCUSA, the project team designs a feedback strategy that conveys respect and appreciation.
Benchmarking
In comparing their own results with the EUCUSA ESCI database, our customers learn exactly where the company stands. Having a closer look at best performers both within the company (for example, the best sales unit), and with other companies, fosters learning. A section about benchmarking is included in all EUCUSA main reports.
Anonymity
In customer surveys anonymity is usually not a crucial factor driving validity or the response rate. Individual coding makes it very reassuring for the customer that HIS or HER answers are being taken into account. The available data makes it possible to generate individual feedback.
Project Running Time
From the project kick-off (Target and Planning Workshop) until the presentation of survey results the average duration of the project is two months. Members of our customer’s project team do not have to invest much time. Usually, the necessary time investment consists of one day for the Target and Planning Workshop and half a day for the presentation of results. During the project, the main task of the project team is to promote the survey. Once the survey is done the project team has to agree upon actions that are to be taken, and make sure that they are being implemented. This period varies in time and intensity according to the individual needs of the company.
