1. Customer Satisfaction Research Presented By

2. Introduction It is now a well established fact that the single most important factor affecting a company’s profitability is customers’ satisfaction with its products and service. Tramor has many years experience of providing this highly regarded service to our clients. We have refined the techniques continuously, but one thing never changes - our commitment to providing actionable recommendations that will have an impact on improving customer satisfaction.

3. Customer Satisfaction Premise We have based our model on the premise that customer satisfaction is built up from the customer’s experience of the business process compared with their specific expectations of the way in which these processes should work. We use qualitative techniques to explore the range of customer expectations. Using these findings, we then carry out a quantitative survey in key market segments.

4. Customer Satisfaction Information We provide the following information:- The current level of customer satisfaction The key issues driving customer satisfaction Areas where customers perceive a shortfall in service against expectations How the company compares with its competitors Issues that need to be put right immediately - issues that can be left alone This provides a meaningful benchmark upon which to base improvement programmes, but we do not just research existing customers. Wherever possible, we also extend the survey to include lost and potential customers. We find out why they prefer to use competitors and what must be done to win them back.

5. Customer Satisfaction Information Tramor International recognize that the most difficult phase of any customer satisfaction improvement programme is implementation. The reason why most of these programmes fail is because companies tackle the improvement in a piecemeal fashion. They do not address key underlying issues, or vague recommendations about customer focus are unable to be translated into real changes in practice. We design our programmes to deliver clear plans of specific action. Our experienced staff are always available to offer helpful advice and practical support.

6. The Research Process Stage 1 Internal company investigation via depth interviews or group discussions - To establish company perceptions of customer needs and wants, key drivers etc. Stage 2 Depth interviews with key customers to establish needs, and wants, key drivers etc. Findings from Stages 1&2 used to develop questionnaire for Stage 3 - customer satisfaction study Stage 3 Main quantitative study to establish customer satisfaction levels - The Key Driver Analysis

7. The Key Driver Analysis Overall Evaluation Questions > Overall quality of products and Services > Value for money > Likelihood to recommend > Likelihood to continue using LEVEL A LEVEL B LEVEL C Process Areas > Product, Invoicing, Sales, etc. Process Attributes > Product availability etc. KEYDRIVERSKEYDRIVERS

8. The Key Driver Analysis Overall Quality Of Service Ordering Service Delivery Service Sales Invoicing Sales Reps Product - Size of product - Shape of product - Thickness - Type of material - Weight of product - Contacting staff - Placing orders - Take orders accurately - Goods in stock - Order amount wanted - Know when goods delivered - Speed of delivery - Delivered in one shipment - Condition of goods - Get what ordered - Progress chasing - Documentation - Accuracy of invoices - Paperwork - Ability of staff to solve problems - Settlement terms - Flexibility - Credit Notes - Authority to negotiate - Know the business - Know the product - Efficient - Visit often - Honest & Trustworthy - Easy to reach - Ability to solve problems - Keeping you informed - Pleasant to deal with

9. Perceived Quality Of Products 14%Durability Style & Finish Meeting Customer needs Choice of Colours Ease of Use Quality of Manuals Product Design VF M Comfort 15% 19% 43% 27% 16 % 18 % 28 % 42% 39% 24% 37% 34 % 25 % 22 % 19% 25%

10. Impact Rating Of Process Area