We have been measuring customers' perception
of service quality, satisfaction, and loyalty in the service
industry since 1989.
Our proprietary surveys are the basis of many Fortune
500 customer measurement programs and we conduct
the annual Industry Survey of Service Quality for AFSM International, a leading organization of service
managers and executives.
We realized in 1999 that the World Wide Web provides
a unique opportunity to gather and display customer
satisfaction
data in real-time, with virtual access by both the customer
and the surveying organization. Companies could review their
performance from anywhere in the world on a 24X7 basis.
Ssurvey was developed for the web utilizing a powerful
XML database to provide real-time measuring of
customers’ perceptions. Your data resides on the
web in a password protected file for your real-time
viewing. No more waiting for a quarterly report to find
out after the fact the customers who are not satisfied with
your service delivery. Studies have shown that a service
provider has a small “window of opportunity” in which
not only to correct a problem, but actually win over a
customer – but the “window” is very small! Now you
and your management team can react quickly and
professionally to delight your customers with service!
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“Web technology has opened the door to low-cost,
real-time measurement and display of customer perceptions”
Floyd S. Myers, Ph.D.
VP Research & Planning
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