Presentation on theme: "Conducted and Presented by New Phase Marketing, Inc. Customer Satisfaction Research July, 2008."— Presentation transcript:
Conducted and Presented by New Phase Marketing, Inc. Customer Satisfaction Research July, 2008
Methodology A total of 6 separate online surveys were sent via email to existing Visu-Sewer customers on Wednesday, July 23, 2008. The surveys consisted of both quantitative and qualitative (open-ended) questions, and were sent to the following groups: TEST GROUP:SAMPLE SIZE:*# RESPONSES:RESPONSE RATE: Contractors7114.3% Engineers863034.9% Industrial7228.6% Municipality1354533.3% Sanitary12650.0% Service2150.0%
How long have you been a customer of Visu-Sewer? Contractors (1) 5-10 Years100% Engineers (30) More than 10 Years56.7% Industrial (2) 2-5 Years50.0% 5-10 Years50.0% Municipality (45) More than 10 Years71.1% Sanitary District (6) More than 10 Years66.7% Service Group (1) 5-10 Years100% Most customers have been with Visu-Sewer for ten years or more!
How did you first learn about Visu-Sewer? Contractors (1) Friend/Co-Worker100% Engineers (30) Friend/Co-Worker53.3% Industrial (2) Don’t Remember50.0% Salesperson50.0% Municipality (45) Friend/Co-Worker26.7% Salesperson24.4% Sanitary District (6) Friend/Co-Worker66.7% Service Group (1) Don’t Remember100% Customers learn about us from their friends and/or co- workers.
Which of the following reasons BEST describes your INITIAL decision to work with Visu-Sewer? Contractors (1) Customer Service100% Engineers (30) Reputation33.3% Customer Service20.0% Cost20.0% Convenient Location10.0% Other16.7% Industrial (2) Reputation50.0% Convenient Location50.0% Municipality (45) Reputation 31.1% Innovation04.4% Customer Service13.3% Cost33.3% Convenient Location04.4% Other13.3% Sanitary District (6) Reputation66.7% Customer Service33.3% Service Group (1) Convenient Location100% Visu-Sewer customers first made the decision to work with us based on our solid reputation.
What is the #1 reason you currently work with Visu-Sewer? Contractors (1) Performance Engineers (30) Past experience, Variety of services, Response time, Cost-effective, Quality work, Low bid, Local and Responsive Industrial (2) Advanced “know-how” and Cleaning Municipality (45) Sales staff, Quality of work, Lowest bidder, Responsiveness, Variety of Services, Location, Experience, Customer Service Sanitary District (6) Quality of work (4 out of 5 responses); Professional, Completes work on time Service Group (1) Convenience Our customers stay with us for a number of important reasons!