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FOCUS® Frequently Asked Questions
How will FOCUS® benefit my company?
The survey will help your company make better decisions about customer
service investments. It measures current levels of customer satisfaction
and customer perceptions in several key business processes. This allows
you to identify gaps between perceived performance and expectations, which will
help you focus on customer service improvements that are most needed in your
organization.
What would a benchmarking database offer my
company?
When you participate in the FOCUS® survey, your results
can be compared scores with other participants. This provides a means of identifying where your company falls compared to your
competitors, and will help you identify areas of strength and weakness.
This information is delivered in such a way that allows you to remain anonymous
amongst your competitors. What do I receive by purchasing FOCUS®?
LOMA will handle the complete administration of 2,500 surveys (including
postage and return mail). We will conduct an in-depth analysis of the
responses and develop a model that relates service quality to customer
satisfaction to customer behaviors. This information can be used to
develop an ROI model. The findings will be presented to you in an in-depth
narrative report with supporting charts. Why should my company select LOMA's FOCUS®
Customer Satisfaction Survey over another provider's survey?
LOMA was established in 1924 and has been on the cutting-edge of customer
satisfaction research for decades. As a non-profit association we are able
to offer a more affordable alternative than other providers can.
FOCUS® is also typically a more economical option than conducting
such a survey in-house.
For
More Information
Contact us at 770-984-3706 or
770-984-3739, or e-mail Surveys@loma.org.
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