Survey Advantage Press

From October 29th-31st, 2009 the National Association of Quick Printers will hold their annual conference in Austin, TX.  Survey Advantage has been asked to present a session and moderate a session.  Below is a summary of each session.  Please visit www.naqp.com for more details on the conference.

Session 1: “Leveraging Customer Feedback to Expand Client Share, Drive Referrals, and Preserve Recurring Revenues”  Mike Casey, Survey Advantage

Learn how printers have implemented processes to preserve recurring job revenues, drive referrals, and uncover opportunities to expand client share. Learn how to fully leverage your existing relationships to grow your business. This session will also cover ways to streamline the process by using technology and customer information you already have in your operation.

Session 2: “Panel: How to keep customers coming back for more” Moderator, Mike Casey, Survey Advantage

A prerequisite to being a printer today is producing quality on time. And everyone has solid customer service so there goes that differentiator! Your peers will share how they create and maintain loyal relationships by making their customers feel unique and special and change the game for competition knocking on their customer’s doors. Learn what successful, profitable printers are doing beyond shipping quality on time with great customer service. Learn the little and big things they do that keep customers coming back every time.

Jamestown, RI– June 19, 2009 – Survey Advantage Inc, announced today a partnership with Technique Group, the developer of commercial printer MIS solutions. Technique users now have the ability to generate referrals, identify areas to expand client share, and preserve recurring revenues through continuous customer feedback and reporting. By developing the necessary tools Technique has enabled customers to work closely with Survey Advantage to implement the CustomerPulse™ program. On-line reports are delivered daily to deliver leads, monitor performance over time, and benchmark with the industry.

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To learn about and obtain copies of the AMI Boater Satisfaction Benchmark report you may visit https://www.marinaassociation.org/ami-publications.php. The study benchmarks facility satisfaction, customer service satisfaction, customer loyalty, and marina services quality.

Associations, corporations, non-profits, small business owners always ask this question.  It is a loaded question, but here are a few things to consider.  Response rates can vary from <10% to >80% depending on a lot of things and how you approach the study.
 
1) Topic is very important.  How important is it to them to share their brain and heart??  Get inside their head and know their appetite for the topic you are throwing at them. 
 
2) Positioning is important.  You must sell the idea to participate.  I am not saying with incentives, but tell them why it is important TO THEM. 
 
3) Know your audience.  If your members are really engaged with you, you share lessons learned from previous surveys, then you have a great foundation for high response rates.  
 
4) If you don’t send out a survey a week to members then you have a good foundation.  Surveys should have meaning and pick your battles when asking members for help.
 
5) Try to keep them short whenever possible and tell them that.  “This is a five question survey that will only take 2 minutes”.  That will get better response then “This is a 125 question survey that will take you what feels like forever”. 
 
6) Think about each question before you send it to them.  Wording, clarity of purpose, understanding what information you want back and what format should be taken into account.
 
These all may seem obvious, but it is amazing how many surveys I get that start asking my gender, marital status, and income when frankly there is nothing in it for me, it is wasting my time, and I wonder what they plan to do with that information to get at me!   I just received a birthday card last week for a trip to the Virgin Islands.  It was my birthday the week before and that scared the *&*() out of me because they don’t know me, I don’t know them, it was a scam mailer, and I wonder what else they know about me.   Be relevant and respect your audience.

Today ABBRA posted how to obtain copies of the ABBRA Boatyard Customer Satisfaction Benchmark report.  This report was created by Survey Advantage in cooperation with ABBRA.  Customer Satisfaction for facility quality, boatyard service and customer service were benchmarked from boater survey results collected in cooperation with ABBRA members using ABBRA CustomerPulse(TM) and ABBRA HealthCheck(TM), two programs managed by Survey Advantage to help boatyards stay connected with customers.   To read the general summary and learn how to obtain your own copy of the benchmark report please visit   http://www.abbra.org/customer-service-index.