09.08.2008
Why does the leading plumbing, heating & waterworks distributor partner with FCG year after year to conduct an annual customer satisfaction study?
1. Consolidated Supply Co (http://www.consolidatedsupply.com) understands the only way to increase market share is to continually increase customer satisfaction.2. We are the leading distribution industry market research firm:
· Our user-friendly customer satisfaction surveys ensure a high response rate. Our average response rate is 38.7%.
· Customers are assured confidentiality and therefore respond candidly and honestly.
· Customer Satisfaction Indexes (CSI) is benchmarked against other distributors.
· Survey results are summarized and evaluated accurately and objectively with a detailed action plan to increase customer satisfaction and grow sales revenue by branch location.
According to Karolyn Neupert, Chairman of the Board & Owner of Consolidated Supply Co.
"Information is our friend! Nobody recognizes or uses that knowledge better than Tom O'Connor and his company, Farmington Consulting Group (FCG). The Win-Win is in the information that comes back from our internal and external customer surveys. It's priceless.The heart of success for business owners and top management is listening to their teams who get it done for them. Next step, manage that information. Tom is clearly the BEST SHEPHERD out there at leading that journey. This is where it counts most in business success. Tom's magic is in orchestrating what we hear. He and his company are an outstanding resource, a company with a GOLDEN HEART.My company is celebrating 80 years of EXTRA-ordinary service and that's due in large part to Tom and his TOP TIER group leading the way for eleven years. It will afford us the opportunity to keep going for at least another 80 plus years. My heart overflows with gratitude and reward for Tom's shepherding. It's a treasure and paramount to the success of my family owned business, Consolidated Supply Co.Nobody does it better than Tom O'Connor and his ability to recognize the power of team and the information from that team."We are the J.D. Power & Associates for the plumbing, HVAC, and electrical industries when it comes to customer satisfaction studies. We help distributors with one branch location up to 300+ branch locations increase sales.
Customer satisfaction is your determining factor for sustainable profitability. If customers are not satisfied, they will find other companies that will meet their needs. Poor Customer Satisfaction Index (CSI) ratings are a leading indicator of future decline even if current financial health indicators are positive.
Smart companies view our current economic downturn as an opportunity to take market share. They conduct customer satisfaction studies to identify what their customers’ value and how they are currently performing. They then execute specific actions to provide their customers with more value earning them more business.
We survey your active customers or a statistically sound random sampling of your customer base so that you receive scientific valid information on what customers as a whole think about your people, your customer service processes, and compare your performance to your competition. We then identify specific action plans so that you can consistently exceed expectations in every critical customer service area.