Customer opinion survey

By Morten Therkildsen

Customer opinion survey 2009

In connection with the expansion of the company, A/S Maskinfabrikken RIVAL sought an objective tool could be used to measure customers’ opinion of the following:

Service

Logistics

Back office

The survey was conducted during the spring of 2009.

Response rate: 84.5%

On a scale of 1..7, with an indication of the average response

General information regarding the questions

All questions were unambiguous and action-oriented in nature, so that a subsequent action could be connected to the response given by customers.

Questions were formulated as statements, with customers being asked to decide the degree to which they agreed with the statements on a scale of 1 to 7 (1= totally disagree, 7 = totally agree).

Logistics, plot – what do customers feel is important.