Customer Diagnostic™ is a customer survey tool we use for small businesses that allows you, the business owner, to test your own beliefs about the quality of your customer relationship with the perceptions of the customers themselves. As you know, customer satisfaction is the key to business success. Satisfied customers can be a business’ best salespeople. Getting customers to explain what’s good about a business, and where it needs improvement, ensures that the business measures up to marketplace expectations. There are many areas where customer perception can provide useful input to a business:
• Visibility and reputation in the marketplace
• Effectiveness of its marketing efforts
• Satisfaction with the sales process
• Satisfaction with the products or services offered
• Satisfaction with after sales service and support
This survey is presented to you in a question and answer format that can be run online or distributed as hard copy, individually (and results collated), or to a group. The questionnaire results build a diagnostic report that will allow for the identification of areas of weaknesses and strength that can be exploited to make your business more customer-centric in its operations and to improve customer perception about the business – and customer’s perceptions often count more than facts.