Case Studies

• Printer fights tough Michigan economy with creativity & smart investments

  While other businesses struggle in one of the worst local economies in the US, one printer finds opportunity to expand and re-invent through thoughtful and proactive strategic planning.

• University printer doubles large format revenues in one year

  A university printer takes the time to understand how the needs of their customer base are changing. Armed with the results, they have been able to make sensible investments in marketing and technology to increase revenues

• Largest regional mail house accelerates success by gathering valuable customer opinions.

  A Mail House discovers they have valuable opportunities within their existing customer base to increase revenues.

• Fielding uses customer feedback supports ISO 9000 philosophy and quarterly team goals

  Fielding Manufacturing is an ISO 9000 certified manufacturer of miniature zinc parts. Over the past three years surveying has helped them reduce turn-around time on shipments, improve customer loyalty, and keep a pulse on issues before they become big problems. This case study explains how they implemented and continue to use the feedback to tie team goals to continuous improvements.

• Nunnery Orthotic and Prosthetic Technologies Gathers Feedback

  This surveying system is a valuable tool because it allows our patients to voice their opinions easily and anonymously, enabling us to address problems immediately.

• Bayport Marina Surveys Boaters

  Timely member input is critical in helping us set our goals and ensuring that when our members walk on their boats and turn their keys, everything is exactly as they expected or even better.

• Conanicut Marine Services Identifies Strengths and Weaknesses

  You need to know when your guests are happy, but even more so when they're not happy. It was very enlightening. As an owner or manager, you have a sense of what's going on in your business, but this reinforces what you might suspect and confirms whether you're right.

• $2.5 million printer growing despite recession

  Ted Raymond uses the CustomerPulse system to track performance as they shift from a traditional printer to a multi-channel marketing service provider. Within the first two months, the program had already assisted in saving a 150,000 account.

• Signs Now Connects with Customers, Uncovers new Revenue Opportunity

  As a business owner, you often have "a sense" of what is going well and what needs to improve in your business, but until you have hard data, it's difficult to know where to focus your time and money.

• Life Raft and Survival Equipment Inc. Complies with ISO 9000

  Competition in our industry has always been stiff, with regional, national, and international players posing a continual threat. Our best defense is to build strong relationships with our customers by providing excellent service and sharing our expertise with them.

• Nunnery Orthotic and Prosthetic Technologies Gathers Feedback

  This surveying system is a valuable tool because it allows our patients to voice their opinions easily and anonymously, enabling us to address problems immediately.
  

• Dollar Thrifty Automotive Group Inc. Responds Quickly to Customer Issues

  We have raised revenues 24% year over year, and our complaint ratio dropped by 9% in just a few months.

• The Goddard School Surveys Parents

  With the electronic survey, providing feedback was so easy that it lowered the threshold for feedback, prompting parents to express concerns about even minor issues, and giving us the opportunity to address those issues, both real and perceived, before they become major frustrations.
  

• Jamestown Public School Parent Survey accomplishes 78% Parent Participation

  School system surveys parents about important decisions affecting their child's education.

• Point Judith Country Club Expands Communication Networks

  In the past decisions many times were made based on opinion or who spoke the loudest.  With a complete membership survey we were able to identify and quantify membership needs and set goals to benefit the majority of membership. As a result we were able to get quite the most valuable things done quickly and that showed our members we cared.

• Charleston City Marina invests to maintain its "Marina of the Year" reputation

  Continuous customer feedback has proven to be invaluable in allowing us to adapt and grow as a marina.

• Curry Printing Uses Survey Results and Feedback for Immense Growth

  The refined survey process provided us with invaluable information that we use to continuously improve our company.

• Printer gets 2nd chance from one of their top accounts

  Allegra of Portage, Michigan real-time project feedback catches problems early giving them a second chance to retain customers and build loyalty.

• NAQP reduced research costs 33% while increasing participation by 37%

  In 2007, most NAQP research studies took 90 days, cost $30,000, and printer participation was typically less than 20%. While writing his 2008 strategic plan, NAQP president Steve Johnson started team discussions on how to reduce research costs, speed up turn-around time on projects, and increase membership participation in studies. By implementing a new approach that leverages both mail and e-mail, NAQP now turns around research studies in 60 to 70 days, reduced costs by 33%, and increased participation by 37%.

• Association saves time, gets better results by outsourcing conference feedback survey

  The Association of Marina Industries realizes the need to gather feedback after trade shows and conferences, but has struggled on executing effective surveys that will deliver actionable results. After partnering with Survey Advantage, Convention Manager Sarah Devlin was able to devote her time to planning for the future based on the results, rather than being bogged down by designing the questions, coding the survey , and collecting feedback.
  

• Automotive industry supplier reaches out to its clients for guidance in new product development

  While developing a new part, an automotive supplier reaches out to users for guidance on current market functionality needs.

• Association communications audit uncovers membership needs, creates baseline performance metrics

  In August, 2008, Rene Chapin, Director of Membership Communications, and the board decided to conduct their first communications audit. The goal was to create a baseline understanding of membership satisfaction for all communications and identify areas for improvements and enhancements.

• Retain Customers, Grow Sales and Generate Referrals from Existing Customers

  The premise: 20-30% responding to the job survey, 10 to 15% of those responding sharing other services they don't currently buy from you, and 3% sharing a referral. Only customers who self qualify themselves in the survey as very loyal are asked for a referral.

• In-Plant Printer takes Customer Satisfaction Seriously

  An in-plant printer begins post job surveying to better understand their strengths and weaknesses within their customer base.

• Mortgage support business grows despite recession by improving customer satisfaction by 55%.

  Equity National uses post transaction surveying to improve customer loyalty and outperform the industry.

• MPM Properties Innovates Resident Retention Process

  Learn how one property management organization achieves over 90% occupancy in the hardest hit rental market.

• Bayport Condos & Marina Surveys residents

  Timely member input is critical in helping us set our goals and ensuring that when our members walk on their boats and turn their keys, everything is exactly as they expected or even better.

• Dollar Thrifty Automotive Group Inc. Responds Quickly to resident parking issues

  We have raised revenues 24% year over year, and our complaint ratio dropped by 9% in just a few months.