Why us?

You are no doubt familiar with Pareto’s Law: 80% of your business comes from 20% of your customers.

So wouldn’t it be great if 20% of your customers responded to your survey?

Sadly, most managers have to work with the usual response rate for direct mail surveys, which is an average of just 9.8%.

On the other hand, managers who work with Customer Service Measurement (CSM) get an average 40.6% response rate. Just think how that response rate would allow you to fine-tune what you are doing.

What’s more, this is just our average. Our best response, which was for a global blue chip client, was 84.4%, which represented 96.2% of their sales revenue.

Once you have all the responses, CSM don’t just dump the figures on your desk and walk away. You benefit from our business expertise and wider understanding of customer service. We help you interpret the data and then recommend actions.

This means you can move forward faster to develop your business.

For example, Sophie Chalmers, Managing Editor of Better Business Magazine, asked CSM to find out how they could improve their publication:

‘The aim of the research was to increase our understanding of our customers’ (readers’) needs. Following the research, we started to implement CSM’s recommendations with key staff within the business.

‘The clear reporting gave us a precise steer on the articles and information our customers value. The editorial team confirm they now have the right information to deliver the right articles.

‘We now know who our readers consider our competitors, where we out-perform them, and more importantly where our challenges sit. The research has also highlighted some great opportunities for future growth through add-on services identified by our readers.’

www.better-business.co.uk  

For customer service in a tick, contact us now.

The credentials bit

CSM is a market research organisation that specialises in understanding what your customers want and value.

With a background in management consultancy, plus an MBA from Bristol Business School, the MD, Oakleigh Wood, realised that the consultancy element was impossible without the in-depth knowledge that statistics put at your finger tips. So this is what CSM gives you, with the benefit of his consultancy expertise thrown in.

You will receive a personal service at a realistic price. Does CSM deliver? Well, more than three quarters of its business is repeat business. Enough said?

We are members of the following organisations:

The ICS is the UK awarding body for all customer service national vocational qualifications (NVQ). CSM is both a member and a certified supplier of research services.

www.instituteofcustomerservice.com

• Chartered Institute of Marketing

CIM exists ‘to promote and maintain for the benefit of the public high standards of professional skill, ability and integrity among persons engaged in marketing products and services.’ As a discipline, market research sits alongside marketing.

www.cim.co.uk

• The Business Intelligence Group

The BIG provides a platform to learn and improve business intelligence and research and facilitates better business research within the highest executive levels of organisations across all market sectors.

www.b2bresearch.org

• Institute of the Motor Industry

IMI represents 25,000 individuals who work in or support the motor industry. CSM holds fellowship status for its knowledge and work within this sector, and is also an approved supplier for research services, as part of the IMI’s MIC supplier accreditation.

www.motor.org.uk  

For customer service in a tick, contact us now.