Customer Opinion Surveys

Customer Opinion Survey for an international filter manufacture
Designed and developed with clients input a questionnaire to rank customer's opinion of important aspects of the product performances and quality of service, including delivery, packaging, labelling, customer complaint handling, sales representation. Carried out over 100 telephone surveys to designated people in different functions (purchasing, QA/QC, Operations, R&D) in the most important customers in different countries (US, UK, Japan, Germany, France, Spain, Sweden, Holland, Belgium etc). Recorded survey results using a computer to display graphs, histograms, pie charts. Presented results to Board of Directors and made recommendations to improve quality of service. Facilitated the formation of Quality Improvement Teams (interdisciplinary) to improve internal processes.

Opinion Survey for Pharmaceutical Drugs Discovery Company, United Kingdom.
Carried out several surveys for this pharmaceutical company over a period of several years. The most recent involved surveying 150 of their customers worldwide. Quality Quest designed and developed the survey to be conducted by telephone and email and included topics such as product and service quality, research and development, sales and business development, packaging and delivery, order processing and invoicing. The results (based on 70% response rate) were analysed and compared to previous results of surveys and presented in a comprehensive report to senior management. The findings and recommendations by Quality Quest were used to drive further improvements to internal business processes and their Quality Management Systems.

Internal Opinion Survey for a Multinational Tobacco Leaf Manufacturer, United States & UK.
Designed and conducted an Internal Customer Opinion survey for a large multinational Tobacco Leaf Manufacturer. This involved questioning representatives of the company's subsidiaries from around the world, including key employees from their shipping, finance, agronomy and sales departments. The survey was designed to measure existing performance levels of various aspects of customer service throughout the company as well as getting suggestions for improvements in the future. The survey was planned to be carried out by telephone and email, thus reducing the time taken and cost of the survey. The results were compiled to produce a satisfaction index for each department, which will form the basis for comparison for future internal opinion surveys that will be conducted.