We conducted our “2013 Customer Satisfaction Survey”  during November with a large number of telephone calls as well as reminder emails and an online survey.  

Due to the nature of using an outbound independent telemarketeer over three days and spread over two different weeks, we were not able to contact everyone and of course not everyone was available or indeed had a comment to make.

All were asked to comment on our recent performance from 1=Unsatisfactory to a high mark of 6 =Excellent.

The 2013 results were as follows:- Our Average was 4.91 out of 6     The split of results was as follows:-

How does this compare to other years?   In 2011, our overall mark was 4.81 out of 6, so at first sight, a slight improvement, although the sample size was smaller.

However, whilst from the respondents, this looks like a reasonable average and the comments were generally good, my view is that we do need bad comments and feedback, since by pushing for more open and constructive criticism this will enable us to develop our service.  

My belief is that there is no such thing as a perfect organisation and that we need to continually develop and evolve our service offering and our support and advice. To do this, we do need YOUR  feedback, positive comments are of course always welcome, but sometimes it is the negative and constructive feedback that can help us to develop our service.  

We also asked some additional questions to help us to gain a better understanding of what other products you currently use which may be usefully integrated to your CRM system in the future as well as your existing usage and plans for Social Media…a recurrent theme of ours during 2013.

Looking ahead, my main comment is as follows;-

"This year, we are looking to expand our portofilo of products and services we can offer and support. Our aim is for MAS to become your 'one stop shop' for sales and marketing technology solutions and to ensure your company can benefit from our experience of CRM and software developed to help the efficiency of sales, marketing and customer service departments."