We are pleased to report that Rexel USA today engaged us to conduct their 2008 Customer Satisfaction Benchmarking Study of their seven divisions and 300 branch locations.

Why is the leading distributor worldwide of electrical supplies partnering with FCG?

1. Rexel seeks a better understanding of its customers and markets to develop a differentiation growth strategy across the United States. Your differentiation strategy is an integrated set of actions designed to deliver goods and services that your customers perceive as being different in ways that are important to them.
2. FCG is the leading electrical distribution industry market research firm:
   • Our user-friendly customer satisfaction surveys ensure a high response rate. Our average response rate is 38.7%. According to the Journal of Business Logistics average mail survey response rates are 14%.
   • Customers are assured confidentiality and therefore respond candidly and honestly.
   • Customer Satisfaction Indexes (CSI) is benchmarked against channel partners.
   • Survey results are summarized and evaluated accurately and objectively with a detailed action plan to increase customer satisfaction andgrow sales revenue by branch location.

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 the 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.

Customer intimacy is the largest source of your sales growth, profit, and sustainable competitive advantage. We survey your active customers or a statistically sound random sampling of your customer base. 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.