First ComSim will listen
to you to understand your goals and business needs. Then we will
take the lead in formulating the questions. ComSim's expertise in
this crucially important part of the survey will assure that you
consistently get answers you need. You will benefit from our experience
in benchmarking performance, determining customer expectations,
measuring customer loyalty, and gauging opportunity for improvement.
Determining
sample size and frequency
Using statistical methods
that express margin of error and percentage of certainty, ComSim
will advise you as to how many of your customers should be interviewed
and how frequently to sample. Monthly or quarterly surveys are appropriate
when an organization has a large customer base and frequent contacts,
such as for technical support. Less frequent surveys are appropriate
for a small customer base or fewer customer contacts, as well as
for corporate image or product quality studies.
Providing
the customer list
Your company will supply
a list of recent customer contacts in an electronic file. ComSim
respects your customer relationship and treats all client information
as highly confidential. ComSim filters your list to avoid contacting
individual customers too frequently. It is essential that your list
be up-to-date and accurate.
Interviewing
your customers
ComSim becomes an extension
of your company's customer service when we interact with your customers.
Our interviewers are comfortable in the global business environment.
To get the best information from your customers, we speak their
language -- including English, French, German, Spanish, Dutch, Portuguese,
Chinese, Japanese, and Korean -- and we listen attentively and objectively.
Most of our interviews are telephone surveys. We conduct on-line
surveys as well. Your customers appreciate being asked for their
perceptions, and they are open and candid with us.
Reporting
the results
Our own customers tell
us that their favorite part of ComSim reports is the elaborations
section, where their customers' comments are captured verbatim.
They also appreciate the timeliness and clarity of our reporting,
whether in hard copy or in electronic form, or both. Our report
formats are easy to read and include quantitative and qualitative
responses. Graphs and charts are designed specifically for each
of our corporate customers' reporting needs. A summary chart shows
all responses. Trend and gap charts make it possible to see progress
and areas for improvement. ComSim does not editorialize or advise
regarding the results of your survey. ComSim surveys can fulfill
the customer feedback requirement of ISO guidelines. Our report
becomes your management tool. To see an example
click here.
