FCG Market Research
In addition to Tom O’Connor, FCG has programmers and survey
analysts on staff guaranteeing you timely execution and completion
of your market research.
FCG conducts market research including market analysis, strategic positioning, segmentation, customer loyalty and retention strategies, and tactical execution. We are experts at conducting mail surveys, telephone surveys, personal one-on-one interview surveys, focus groups, and customer advisory councils.
We are experts at conducting Distributor Customer Satisfaction Surveys. Our Customer Satisfaction Surveys break out results by branch location, customer type (Primary, Secondary & Tertiary Customers), & market type; as well as benchmark against the median FCG client scores of 40 other Distributors.
“We all know that customer feedback is essential to the process of continuing to fine tune and improve service to our customers. From first-hand experience, Springfield Electric has learned that the challenge is how to get that feedback from a broad base of customers, and then how to analyze it correctly and use it to make good business decisions. For help with this challenge, we engaged Farmington Consulting Group. Using Tom O'Connor & FCG's very concise customer satisfaction survey process, we got the information we needed, but that was just the beginning.
Drawing on Tom's base of industry experience and with his skilled facilitation, we were able to quickly and effectively turn survey results into actions. Tom brought us great value as he:
1. Analyzed the survey results and identified the specific areas of our performance that our customers want to see improved.
2. Interpreted the results to our management team and made specific recommendations.
3. Facilitated a cross functional Springfield Electric team to develop an action plan to improve targeted areas of performance.
4. Guided the implementation of a customer service guarantee platform.
These actions have effectively raised the bar on our own performance and on our competition as well. But the real reward is that our customers tell us they see and appreciate the changes.”
Mike Barker, Springfield Electric Supply
“Tom O’Connor greatly helped us put more structure in our company, implement new systems, and set us up with the template but to not only grow our business, but do it more efficiently, while teaching us many new ways to strategically grow our business and get the right management team in place.”
Fil Cerminara, F&M Electrical Supply Co.
“Our 88 year old organization was in need of a physical and we enlisted the expert help of Tom O’Connor, who I have since nicknamed “Dr. Tom”. Dr. Tom did a superb job analyzing the various components of our company and making some excellent strategic, personnel and management recommendations. He has a very unique and straight forward style, which I very much appreciated, and his recommendations were insightful, accurate, and achievable.”
Mark Kilmer, Republic Companies