USERS AND PRINCIPLES

Customer Relation Divisions, Commercial Divisions, Quality Divisions, Marketing Divisions, General Management,…

ESTEL carries out operational and customized satisfaction surveys, focused on measuring and improving the perceived Quality of service.

These surveys are based on ad hoc or barometric evaluation logic.

The setting up of satisfaction indicators allows comparison between different business units (sales network, subsidiaries abroad, production departments,…) and measurement of evolutions over time if necessary.

OBJECTIVES

The goal of ESTEL satisfaction surveys is to help clients develop their Customer Satisfaction plan.

• Rank and thoroughly understand dissatisfaction factors
  > Develop priority action plans



• Set up alarm signals
  > Identify and eliminate potential declines in satisfaction



• Measure client and prospective client perception of the company (with regard to the competition)
  > Evaluate the positioning of the firm in its competitive environment



• Compare internal indicators (by segment) and analyze them for comprehension of gaps
  > Set up a distribution network of Best Practices



• Analyze and classify all collected statements
  > Motivate the staff and provide content for communications through perceived improvements and customers’ statements (followed-up open-ended questions)

METHODOLOGICAL APPROACH

Survey methods : telephone, self-administered questionnaires, on-line surveys

Satisfaction surveys are aimed at measuring customers’/users’ satisfaction (marks or semantic scale, importance / satisfaction crossing) and to further the comprehension of phenomena through probed open-ended questions.

• ESTEL satisfaction surveys are focused on perceived quality of service


(e.g.: commercial/administrative relations, corporate image, after sales service, complaints management, service expectations)


• Telephone surveys which include open-end questions (defined thematically, beforehand) or selective activation (according to obtained information)



• Customized devices and analysis, according to the client’s needs and objectives


(e.g. : “Mirror” surveys, major competitors benchmark, calculation of the importance of satisfaction criteria)


• Strong expertise in B to B satisfaction surveys


(e.g. : Information mailings prior to data collection, appointment-making systems on different levels, with importance given to the interviewer’s quality of contact)