Customer satisfaction surveys and market research

Repeat customers are your key to profitability.  The more you design your products and services around your customers' preferences, the more you will sell to them.

How well do you know your key customers...really?

Ask yourself the following questions...
1. Have you done a customer needs assessment in the last three years?
2. Are your customer satisfaction survey questions based on the needs assessment?
3. Have you asked your lost customers why they disappeared?
4. Are you systematically studying the nature of your customer complaints?

Competitive Edge helps organizations gain and sustain their competitive edge through customer satisfaction survey services, books and e-books. We also offer Certificate Training in how to Measure and Manage Customer Satisfaction. 

We offer any or all forms (Web, phone, in-person, fax) of the following customer input vehicles:

• Customer Needs Assessment
• Customer Satisfaction Surveys
• Focus Groups
• Lost Customer Surveys
• Win/Loss Surveys for Project Bids

Customer Satisfaction Surveys

Competitive Edge offers affordable, responsive and easy-to-use customer satisfaction survey services. You can either outsource the entire survey development, data gathering, analysis and recommendations to us or have us do part of the process.

Competitive Edge also provides the following services:

• Design of Web, phone or in-person surveys (or hybrid) so you get the best response rate possible
• Selection of appropriate sample size and sampling method... to save you money
• Deployment of the survey in the most cost effective manner possible
• Analysis of results in a simple, easy to understand and decision-friendly manner (yet with the most sophisticated statistics behind it)
• Recommendations - based on 20 years of turning survey data into actionable improvements that customers love (so they buy more and/or pay more)

Customer Satisfaction Surveys Certificate Program:
A Step-by-Step Guide to Excellent Surveys

Are you...

• Already doing Customer Surveys as an employee of a company (but don't quite know what you are doing?)
• An entrepreneur who wants to add this skill to your consulting practice?
• Someone involved in Market Research but hasn't had formal training in Customer Surveys?

If the answer is yes to any of the above questions, be sure to check out the learn and earn Certificate Program in Measuring Customer Satisfaction.. The Program provides Best Practices from the leading companies in the United States. Designed by Dr. Sheila Kessler, author of Quality Press's best selling book Measuring and Managing Customer Satisfaction, this program will ensure that you are asking the right people, the right questions, at the right time and in the right way.  Otherwise, the results you get will be meaningless for critical strategic decisions your company faces. In addition, a poorly designed survey will irritate your customers because your lack of caring is transparent. Dr. Kessler helped the American Society for Quality design their customer satisfaction program and is an internationally recognized expert in the area.

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