FCG Customer Satisfaction Benchmarking Study

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FCG Customer Satisfaction Benchmarking Study

• FCG The Distribution Industry Leader in Market
  Research
• for 26 Years

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FCG Customer Survey Client Testimonial

• 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 FCGs
  very concise customer satisfaction survey
  process, we got the information we needed, but
  that was just the beginning.
•  
• Drawing on Tom OConnors 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, President, Springfield Electric
  Supply

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Best Tool to First Measure Current Service Levels
Customer Satisfaction Survey
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Why are Customer Surveys the Best First Tool to
Measure Current Service Levels?
1. Customers come first. 2. It is an easier way
to gather statistically reliable data versus
constructing your own performance indices for
order fill rate, order accuracy, on-time
deliveries, etc.
Farmington Consulting Group
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Why are Customer Surveys the Best First Tool to
Measure Current Service Levels?

• 3. It provides a great listening tool to act on
  The Voice of the Customer to get your
  employees committed to Service Perfection.
• 4. You Walk the Talk with your customers by
  acting on The Voice of the Customer and
  improving service performance ensuring their
  loyalty and continued business.

Farmington Consulting Group
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Customer Satisfaction Mail Survey6 Key Success
Factors

• Accurate Buying Influence Customer Database
• User-Friendly, Closed-Ended Questions in Survey
  Design
• Enclose 1 Bill BRE
• Third-Party 40 Response Rate
• Analyze CSIs by Customer Type, by Market, and by
  Branch
• Benchmark CSIs with 34 other Electrical
  Distributors

Farmington Consulting Group
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FCG Capabilities

• Direct Mail Surveys
• Online Surveys
• Telephone Surveys
• Conduct Customer Satisfaction Studies for as few
  as 300 customers and one branch to as many as
  15,000 customers and 300 branches.
• 3 Survey Analysts and 1 Programmer on staff to
  ensure quick turnaround and analysis.

Farmington Consulting Group
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FCG CSI CDI Analysis

• We analyze your survey results by Customer
  Satisfaction Indexes (CSIs) and Customer
  Dissatisfaction Indexes (CDIs) to highlight
  which aspects of your company your customers are
  satisfied with and which aspects need
  improvement.
• We are then able to benchmark your CSI results
  against those of 34 other FCG client distributors.

Farmington Consulting Group
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Customer Satisfaction Mail Survey (Sample
Questions)
Please circle the appropriate number
Farmington Consulting Group
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Customer Satisfaction Index (CSI)
High Satisfaction Scores 80 Low
Satisfaction Scores 60 -
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FCG Survey Method

• Send 3-page survey with cover letter, along with
  a one dollar bill and an FCG business reply
  envelope to your customers in your companys
  envelope.
• We input your returned surveys into our
  programmed database and analyze every survey
  category (People, Customer Service, Comparison to
  Competition) by
• Your total company
• Each of your branch location
• Your divisions
• Customer Type Primary, Secondary, and Tertiary
  customers
• Benchmarking your Customer Satisfaction Index
  (CSI) results to the median CSI ratings of 34
  other distributors.
• Your survey results will be tabulated and
  interpreted based upon CSIs and CDIs. The CSI
  and CDI survey data will then be summarized and
  evaluated accurately and objectively with a
  detailed action plan to increase customer
  satisfaction for each of your branch locations.

Farmington Consulting Group
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Written Report 200-600 page report with survey
results, study findings and recommendations.
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Sample Benchmarking Data
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Sample Benchmarking Data (cont.)
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40 Average Response Rate

• Research shows survey response rates are higher
  when an outside research company is used.
• As a third-party research firm, customers are
  assured confidentiality and therefore respond
  candidly and honestly.
• 1 Enticer

Farmington Consulting Group
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FCG Client Distributor Client List

• Armstrong's Supply Company - New Orleans, LA
  Independent Electric Supply - Somerville, MA
• Buckles-Smith - San Jose, CA
  Lewis Electric Supply - Muscle
  Schoals, AL
• CastleNorth - Orlando, FL Mid-City
  Supply - Elkhart, IN
• Castle Supply Company - Pinellas Park, FL
  Miller Electric Supply - Gillette, WY
• CLS - Hartford, CT Plimpton Hills -
  Hartford, CT
• Columbia Electric Supply - Brockton, MA
  Republic Companies - Davenport, IA
• Consolidated Supply Co. - Tigard, OR
  Rexel USA - Dallas, TX
• Electric Supply Center - Burlington, MA
  Schmidts Wholesale - Monticello, NY
• Electric Supply Company - Shreveport, LA
  Sefco Electric Supply - Jackson, MS
• Electric Supply, Inc. - Tampa, FL
  Springfield Electric Supply - Springfield, IL
• Etna Supply Co., Inc - Grand Rapids, MI
  SUMMIT Electric Supply - Albuquerque, NM
• FM Electrical Supply Co. - Danbury, CT
  The Hite Company - Altoona, PA
• F. W. Webb Company - Burlington, MA U.S.
  Supply - W. Conshohocken, PA
• GBG Inc. Pittsburgh, PA VAMAC, Inc. -
  Richmond, VA
• Garston Inc.  - Manchester, CT Werner
  Electric Supply  - Neenah, WI
• Granite City Electric Supply Co. - Quincy, MA 
  Western Extralite - Kansas City, MO
• Griffith Electric Supply - Trenton, NJ
  Womack Electric Supply - Danville, VA
• Imperial Electric Lighting Supply - Davie, FL
  Wiseway Supply - Florence, KY

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FCG Client Testimonial

• The benefit of having FCG conduct our Customer
  Satisfaction Benchmarking Study was far and away
  more then I anticipated.
• Russ Visner, Etna Supply
• FCGs survey results have dramatically changed
  the way we do business. Joe White, Castle
  Supply Company
• Ive been intricately involved with FCG on our
  CSCO Customer Satisfaction Survey for several
  years. Without a doubt, this survey has helped
  our branch teams raise the bar in delivering
  extraordinary service for our customers. The way
  Customer Satisfaction Index (CSI) goals are
  tailored based on prior year survey results for
  each branch make the survey results exceptionally
  meaningful! Bob Bruce, Consolidated Supply
  Co.
• While we kid ourselves that we know our
  customers, the bottom line is only an impartial
  third party like FCG can get you the real data.
• Bob Compagna, Rexel

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FCG Client Testimonial

• FCG helped us identify and address each issue
  that was important to our customers which not
  only improved customer satisfaction, but also an
  increase in sales! Bill Goodwin, Griffith
  Electric Supply
• In 25 years of conducting and using market
  research, Tom OConnor FCGs market research
  study was the best I have ever seen.
• Nate Levenson, Bridgeport Fittings
• Because of FCG, we now have focus, direction,
  teamwork, we have round pegs in round holes, we
  have increased sales and increased profits.
  Karl Neupert, Consolidated Supply Co.
• Any distributor or manufacturer who wants to
  know what their customer really thinks of their
  business should hire Tom OConnor and his FCG
  team to implement one of the customer
  Satisfaction Surveys. The information is
  fantastic and is key to creating a strategy which
  gives the customer what they want, as well as
  profitability to grow your business at the same
  time.
• Steve Helle, Granite City Electric
•   Thanks to Tom OConnor and FCG, Wiseway Supply
  is now providing superior service to our
  customers like they have never seen before.
• John Cain, Wiseway Supply

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We at FCG look forward to conducting your annual
Customer Satisfaction Survey!

• For more FCG Client Testimonial, as well as to
  find more information on the many services we
  provide for distributors, please visit our
  website at www.fcgltd.com.
• Dont forget to ask about our Employee
  Satisfaction Surveys
• We will exceed your expectations!