Thank
you to all of the customers who responded to our customer
satisfaction survey. The firm who did the survey, EKG
Research Associates, Inc. of Flint, Michigan wrote:
"Congratulations!
Your customers have rated your service
and products superior to your competitors' in every
major respect - and your margin of superiority is the
highest ever recorded by EKG Research."
Glossary
Johnson
Printing Service. The red bars express Johnson
Printing's customers' average satisfaction with Johnson
Printing Service. Customers are asked to score Johnson
Printing Service on a scale of 1-10, 10 being the highest
or best possible score.
Best
Alternatives(BA). The green bars refer to
Johnson Printing's competition, as defined by Johnson
Printing's customers. In the questionnaire, we ask customers
to rate their satisfaction with their "alternatives"
to Johnson Printing Service, hence the term the Best
Alternatives. The scale is 1-10, 10 being the highest
or best possible score.
Product. For purposes of the EKG, "product" means
that which is bought, as opposed to the process or relationship.
For example, a printer's product may be brochures, or
publications, or forms; a marketing communications company's
product may be a brochure, or a campaign.
Added Value. This attribute is the average of
four relationship issues:
- Knowledge,
advice, information, etc., provided Range of products
or services offered
- Clear
& helpful estimates & proposals
- Clear
& helpful invoices
Reliability.
This attribute is the average of these three relationship
issues:
- Meeting
product or service specifications
-
Meeting deadlines Matching estimates or budgets
Responsiveness.
This attribute is the average of these four relationship
issues:
- Prompt
delivery of product or work
- Prompt
estimates & proposals
-
Prompt problem solving Readily accessible people
Interpersonal.
This attribute is the average of these four relationship
issues:
- Understands
customer's business
-
Enthusiastic about customer's business
- Competent
in field or specialty
