Consolidated Supply Co (CSCO) supplies plumbing, waterworks, and heating products for commercial, residential, and municipal projects to contractors, homeowners, utilities, and municipalities in Oregon, Hawaii, Washington, and Idaho.  The company has 260 employees and 16 branch locations.

Twelve years ago CSCO retained FCG to conduct their first customer satisfaction survey for all their branch locations.  As a result, they have retained us every year since to conduct their survey.  Why?  Because they have increased profits as a result of achieving higher levels of customer satisfaction.

We asked their numbers man for proof.  According to Bob Bruce, CSCO's senior vice president & CFO:  "CSCO has improved its customer satisfaction index (CSI) during this 12 year period.  In fact in just the last five years, we improved overall CSI scorees from 63% to 76%.  This is huge and reflects our relentless focus on customer service.  More specifically in our latest survey (January 2010) 10 out of 15 branches have overall CSI scores of 75%, or higher.  We have also found a financial link between high customer satisfaction and profitability in our branch locations.  This year, our top two branches in terms of overall CSI scores are our most profitable.  In addition, are newest two branches, who are aggressively building market share have the 3rd and 4th highest overall CSI scores".

You too can duplicate CSCO's results with increased profitability amid our continued economic downturn.  Take profitable action and contact us today!