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¶ … MRI company is the fact that the operations department is not currently abiding by the company's philosophy in terms of customer satisfaction and customer retention. In my opinion, the survey should focus both on evaluating the initial level of customer satisfaction and retention that are accomplished by the operations department and on the continuous evaluation of how the measures that have been taken by the company have helped solve the problem. In this sense, I propose the following set of survey questions:
What was the main reason for terminating the contract you have had with our company?
Possible Answers: Price, Quality of Products, Customer Service, Better Offers from Competitors
What was it about this reason that made you terminate the contract?
Possible Answers: Inoperative Attendants, Bad Organizational Skills, Disrespectful Attitude
Terminating your contract was related to:
Possible Answers: Sales and Marketing Department, Public Relations Department, Overall Management of the Company/The Company as a Whole, Operations Department
4) Rate the representative on being attentive and his overall attitude towards you during your time as our customer.
Excellent, Very Good, Good, Satisfactory, Poor, Very Poor
5) Rate the representative on his knowledge of your problems and his ability to provide useful help for you during your time as our customer
Excellent, Very Good, Good, Satisfactory, Poor, Very Poor
6) During the period of time that you have been our customer, you have felt that you were treated with:
Professionalism, Attention, Politeness, A thorough Knowledge of your Concerns and Problems
7) Ever since xx.xx.2004.,...
The aim of these questions is to discover what the causes that have made them leave were and, especially, where the exact problem within the department was (clearly, in the operations department).
The first two questions are, in my opinion, essential. Indeed, the first questions determines exactly where the problems…
Bibliography
1. Customer Retention and Customer Service/Satisfaction Surveys. Marketing Research Education Center. On the Internet at http://www.polarismr.com/surveys_custservice2.html
2. Key Survey -- Customer Service. On the Internet at http://www.keysurvey.com/survey/30875/1d41/
3. Web Survey Best Practice: Customer Satisfaction Surveys. March 2002. IT Agenda. On the Internet at http://www.websurveyor.com/resources/web-survey-best-practice.asp?c=52& LEAD_SOURCE=BESTPRAC
The first 5 questions of this service were inspired from the Customer Retention and Customer Service/Satisfaction Surveys at Marketing Research Education Center. On the Internet at http://www.polarismr.com/surveys_custservice2.html
Key Survey -- Customer Service. On the Internet at http://www.keysurvey.com/survey/30875/1d41/
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