Survey Advantage has joined the Member Advantage Program of the National Association for Printing Leadership (NAPL), enabling NAPL members to access special pricing on customer loyalty measurement services designed to preserve revenues, drive referrals, and generate sales leads.

Survey Advantage works with a variety of businesses, associations, franchises, and non-profits in various industries designing and implementing industry-specific customer feedback processes and reporting. It will provide NAPL members a choice of options for improving and leveraging customer loyalty, including its CustomerPulse™ continuous customer feedback process and its MarketPulse™ research for measuring competitiveness, customer awareness, and potential growth areas.

As a special introductory offer, during the month of May all NAPL members may test drive one of its fully managed services at no charge.

“Hundreds of printers turn to Survey Advantage to improve performance and customer care,” says Survey Advantage President Michael Casey. “Our services provide a way for printers to connect with print buyers and leverage relationships for additional sales. It starts with our reliable process, robust reporting, and methodologies that are customized to meet graphic communications industry needs.” To view case studies and learn more about printer programs, visit www.surveyadvantage.com/printers.

Top performing printers (top third) achieved over 86% loyalty, average performers 77% to 85, and poor performers under 77%. Loyalty scores increased more than two percentage points over last quarter. Results were calculated from over 8,500 print buyers evaluating recent performance of the printers who serve them. Congratulations to AlphaGraphics-Strongsville, OH for achieving the best overall loyalty rating. 96% of their customers stated they were “Very Likely” to recommend them to colleagues and friends based on their first quarter performance. Below are the winners fore each franchise and the commercial printer category.

Independent Commercial
Goodcopy Printing & Digital Graphics-New Haven, CT
Owner: Louis Goldberg

Allegra Network
Allegra Print & Imaging-Battle Creek, MI
Owner: Jeffrey McConville

Franchise Services Network
Sir Speedy-Cranston, RI
Owner: Patrick Welch

AlphaGraphics Network
AlphaGraphics-Strongsville, OH
Owner:Rob Kammer

About the Print Buyer Satisfaction Index (PBSI™)
Each quarter thousands of print buyer opinions are gathered to measure their satisfaction with recent performance of printers who serve them. The benchmark is a compilation of all feedback gathered for printers participating in CustomerPulse™, a customer feedback service offered through Survey Advantage. The feedback is published to help participating printers benchmark performance and react quickly to customer feedback. Results are segmented by brand, size, and other classifications. The PBSI™ is the most comprehensive measure of customer loyalty and performance available in the industry.

About Survey Advantage
Survey Advantage partnered with fourteen printing industry associations, three printer franchises, and nine print management & estimation software providers to develop the PBSI™. In addition to industry benchmarks, the process helps printers preserve recurring revenue and expand sales with existing customers. The early warning system alerts management when a customer’s loyalty is slipping, and dashboards identify and trend customer dissatisfiers. The process is designed to help any size printer with prices starting at $49/month. The vision of the PBSI™ is to improve industry performance through reliable real-time buyer satisfaction benchmarking. Visit www.surveyadvantage.com/printers for more information.

Recorded interview reveals best practice techniques on how to keep the pulse of customers, drive loyalty, increase retention, and generate more selling opportunities. This interview outlines best practice survey techniques and case studies. Recorded video

Franchise owners to learn how to preserve recurring revenues, maintain customer loyalty and generate more sales in each account.

The presentation by Michael Casey, President of Survey Advantage, is part of the annual regional meeting to be held March 4th and 5th in Greenville, SC. The event is focused on helping Allegra Print & Imaging owners grow their businesses. Michael Casey’s talk will offer advice on how to leverage technologies such as Printer’s Plan™ and EFI Printsmith™ software to improve revenue preservation strategies and expand business with existing accounts.

“We were excited with the invitation,” said Casey. “Allegra and Survey Advantage have been strategic partners for over five years helping their franchise owners drive customer loyalty and expand revenues. What sets Allegra apart is their dedication to supporting their owners in the field through Allegra University programs.”
Survey Advantage will showcase two graphic communications services, CustomerPulse™ and MarketPulse™, which are turnkey services focused on improving print buyer awareness of all services offered, warning the printer when loyalty is slipping, and identifying changes in customer needs. Survey Advantage has helped hundreds of graphics communication businesses over the past six years.

For more information on these services or view printer case studies visit www.surveyadvantage.com/printers

By leveraging PrintSmith’s powerful Report Writer module and Survey Advantage’s proven print buyer feedback process, the two have created a customized solution to make managing the customer feedback process painless and effective. Larry Furlong, owner of Alphagraphics-Phoenix, AZ, had this to say about the new service. “Survey Advantage’s team of experts do all the work identifying customer problems early, helping us maintain top notch customer service. Their service is easier and more effective than using off-the-shelf survey software or postcards. We are also closing new business from the leads they generate. At $49/month it delivers solid ROI.”

A webinar will be held on February 21st, March 2nd, and March 9th from 12:00 PM to 12:30PM Eastern Daylight Time explaining how printers are getting a solid ROI from the service, examples of how printers are using customer feedback, and how the service works.

Calyx™ users may now tap into Survey Advantage’s CustomerPulse™ service to preserve recurring revenues from referral partners plus generate referrals from borrower & listing agents, borrowers, and closing attorneys. Keeping the pulse after each settlement is the only way to ensure customers are thrilled, will come back to the lender, and refer them to others. Survey Advantage and Calyx™ standardized the process enabling Calyx users to offload the customer feedback and lead generation process to Survey Advantage. Prices for this fully managed service start at $69/month. The program pays for itself typically within a month with the quality of customer feedback and the referrals generated. Dean Harrington, CEO of Shamrock Financial, adds “Keeping lines of communication open reinforces loyalty, referrals, and future selling opportunities. The online reporting and real-time alerts help us react quickly and improve performance.”

To watch a short on-demand demonstration or learn more about this Calyx™ program click here or contact Michael Casey at 401-560-0311 ext 103, mcasey@surveyadvantage.com for details.

Top performing printers achieved over 84% print buyer satisfaction, average performers 74% to 83%, and low performers under 74%. Results were calculated by tabulating feedback from over 6,000 print buyers who evaluated the recent performance of hundreds of printers.

Category Top Printer City, State Owner/Operator
Independent Printers Paragon Press Shreveport, LA Macy Flash
Allegra Network Allegra Print & Imaging Lawrence, NJ Ellis Galimidi
Franchise Services Network Sir Speedy Nashville, TN Steve & Pam Olson
AlphaGraphics Network Alphagraphics Denton, TX Lynn Chatwin

About the Print Buyer Satisfaction Index (PBSI™)

Each quarter over 6,000 print buyer opinions are gathered to measure loyalty and satisfaction. The feedback is published to help printers react quickly to customer feedback and benchmark performance. Results are segmented by brand, size, and other classifications. The PBSI™ is the most comprehensive measure of performance available in the industry.

About the Feedback Process

Survey Advantage developed the feedback process by partnering with 14 industry associations, 3 major printer franchises, and 9 leading print management software providers. The process helps printers preserve recurring revenue and expand sales with existing customers. The early warning system alerts management immediately when customer loyalty is slipping, and dashboards help printers react quickly to trends and individual feedback. The process is easy to implement for any size printer, and is affordable and effective. The vision of the program is to improve industry performance one printer at a time.

Learn more about the process and what other printers are doing with the information.

Survey Advantage is conducting a mortgage banking benchmark study to measure the quality of service delivered to borrowers and referral partners (loan officers and realtors). The industry report will be publish on December 15th following the collection of feedback from borrowers and referral partners right after a loan is closed. The pilot will be run with 40 mortgage businesses or business units and 10 Title and Closing businesses.

Timeline: September 1 through December 1, 2010

Pilot Goals

* Benchmark customer loyalty for both borrowers and referral partners
* Benchmark service quality such as meeting deadlines, offering advice, communication:
* Improve industry performance through objective benchmarking
* Demonstrate the value of an effective post-closing surveying to drive performance
* Benchmark performance based on company size and structure

What should participants expect?

On December 15th, 2010 Survey Advantage will publish the benchmark report. . Each participating business will receive the following:

* Month to month and quarterly scores compared to the benchmark
* Ongoing real time reporting throughout the study
* Individual surveys immediately upon submission
* Online dashboard to view individual and combined survey scores.
* Immediate alerts whenever a customer rates you negatively for quick response.
* Consulting on questions, survey delivery, and driving response rates.
* Complete management of the surveying process

How to participate?

Mortgage brokers, bankers, and title & closing businesses will either send Survey Advantage a monthly loan transaction report or e-mail our survey after each closings. Survey Advantage will work with each business to ensure the process is customized to their business, easy to execute, yet standardized where necessary for benchmark purposes. Each business will approve the survey layout, email invitations, and questions prior to execution of the process. Survey Advantage will do the rest. A professional survey will be delivered via e-mail to all borrowers and referral partners. Survey Advantage typically averages 30% response rates on borrower transaction surveys. View On-demand Demo.

Qualification Guidelines and Sign-up Process

Participating businesses or business locations must
*Generate at least 40 loan transactions a month (Banks & Brokers)
*Generate at least 25 loan transactions a month (Title and Closing)
*Be capable of emailing the loan transaction file the first week of each month or e-mailing the Survey Advantage survey link after closings.

We prefer to launch the survey to monitor response rates and drive the process. This benchmark study is free of charge for the first 40 mortgage banking or broker locations and 10 title and closing businesses participating. For additional businesses or business locations beyond the numbers above, the price is $350 to participate.

When signing up we will categorize participants into different categories to enhance benchmarks to compare like business models. We will need to know the following

* Banker, Broker, Title/Closing Business
* # of loans per month
* # of employees / # of loan officers
* # of locations
* Centralized (call center) or Decentralized (retail)
* % refinance / % purchase loans
* Annual loan value per year

The online sign-up form includes important information for benchmarking.

To participate, please contact Michael Casey of Survey Advantage directly at 401-560-0311 ext 103 or mcasey@surveyadvantage.com.

ABBRA or the American Boat Builders and Repairers Association is now featuring articles on customer service. Here is the July issue of the ABBRA Newsletter for Boatyards and Marinas. We wrote an article to help boatyards drive their customer service, loyalty and retention. July, 2010 ABBRA Newsletter

July 8, 2010: Today Survey Advantage exhibited and participated in the AlphaGraphics Technology Expo held in Tucson, AZ. During the expo Survey Advantage unveiled a program designed with PrintSmith(TM) and AlphaGraphics to help their owners drive customer retention, preserve recurring job revenues, and identify up sell and cross sell opportunities within their customer base. Implementing a referral program for loyal customers has already started generating solid referrals to help owners expand their customer base.

Survey Advantage and PrintSmith worked in partnership to create the necessary reports and survey process to streamline the customer feedback process. By leveraging Report Writer, all AlphaGraphics locations can now benefit from leveraging customer information within PrintSmith to stay connected with customers continuously.

This program complements the selling and customer service efforts by giving customers another way to stay connected with their printer.

The Survey Advantage Program starts at $49/month with a one time $100 start-up fee to ensure the survey questions, process, and reports are tailored to the printer’s business. There are no long term commitments, cancel anytime, with a 100% guarantee. We know we need to perform each month to earn your business. See on-demand demo.

Any printer shipping to at least 60 unique customers a month would benefit from this program where typically 20 to 30% response rates are achieved continuously with the proven database de-duping and filtering technology developed by Survey Advantage to maintain a positive survey taking experience for repeat buyers. View several printer case studies, testimonials, and program details.