US News published a story written by David LaGesse on October 10, 2006, that shows just how successful a company can be when they listen to their customers.

It was customer chatter that led to his father's decision to get into rentals in the first place, Andrew Taylor says. Clients of his original leasing business, started in 1957, asked if temporary cars were available when theirs were in the shop for repairs. That led to renting cars as insurance replacements, the core of Enterprise's success.

"My dad knew his business and that it was about listening to customers," Taylor says. So the elder Taylor balked when the company's customer service lagged as Enterprise grew rapidly in the 1980s. The result was a systematic effort to gauge customer satisfaction?an after-service phone survey conducted by an outside firm.

Over time, it's been pared to two questions: How satisfied are the customers, and would they rent from Enterprise again? For the first time this past March, customers who are "completely satisfied" reached 80 percent.

"Those will be return customers," Taylor says. The data are broken down branch by branch, so managers see how they are performing. Only those with good marks are eligible to move up, Taylor says. "Employees are promoted off customer service and paid off the bottom line."

Ann Michaels offers various methods to listen to the voice of the customer, including:

• Interactive Voice Response (IVR)
• Interactive Computer Response (ICR)
• Intercept Interviews
• Outbound Telephone Surveys

We have the ability to email thousands of invitations on a one-time or continual basis. We can target your client database, as well as email address lists for marketing and product research purposes, so you can listen to the voice of your customer.
The anonymity of the respondant makes this a valuable tool to use in employee product testing, employee feedback, customer service, B2B service, new market/product testing, and patient surveys.

Features

• All data is stored on our secure, password protected site
• Data is coupled with over 22 interactive analytical reports that are available 24 hours a day, seven days a week
• Quantative and Qualitative Surveys are available - surveys support text responses
• Completely customized surveys and email invitations to reflect your corporate branding
• Reporting on click-through and open rates, as well as recommendations on achieving better results
• Complete database management

Benefits

• Quickly obtain completed surveys via email notification
• Cost effective
• Immediate response from your customer base
• No interviewer bias
• Real-Time reporting capabilities
• Use of analytical reports is outstanding for drilling down into the data collected

Ann Michaels is your source for interactive data collection services! Whether you need to collect survey responses over the phone, in person, or over the web, we're ready to put our expertise to work for you! Call us today for a simple, informative Webinar about this service and pricing.

Ann Michaels Disclosure: We will never sell, rent or use your data base without your permission.