1. Are the final report and the individual reports different?

Yes, an individual report contains information about every specific person interviewed. The final report is a summary of all the interviews. The final report allows you to drill down by market segment to the actual individual surveyed.

2. What is the advantage of an individual report?

Most surveys compile results, thus making it very difficult to identify specific, dissatisfied customers. A 95% satisfied customer base sounds great, but what if you lose the 5% that are dissatisfied? What if that small group includes your biggest client? By having an individual report around each and every person interviewed, you can determine exactly who is happy and who is not. You can determine to what degree the customer is happy or unhappy with you and why and come up with appropriate strategies.

3. What is the advantage of a 48-hour turnaround from interview to report?

If a customer is dissatisfied, you need to know immediately. By acting promptly (two days after an interview is prompt for any survey), the customer will be impressed that you are listening and willing to take action. Loyalty is enhanced. And, possibly even more business could result. Also, the things they said in the interview are fresh in their minds. When you visit your customer to discuss their concerns, they will remember what they said and will be impressed with your desire to quickly and accurately remedy the deficiencies.

4. Does the Customer Relationship Auditing process give information about different customer groups?

Yes, it does. We segment the summary information around your existing customer segments (e.g., geographical location, type of product used, and account managers). A profile for each sub-segment is created. By looking at the different profiles one can determine, for example, whether some segments should be merged. The profiles also disclose those who are dissatisfied. Strategic intervention can take place immediately.