Customer Satisfaction Surveys in the office supplies industry

Customer satisfaction surveys by MPA International are recognised as the most effective way to assess how your business performance is being perceived. In today’s competitive office supplies marketplace, continuous improvement is critical as new levels of sophistication in product and service offerings are constantly demanded and may be being offered by competitors. The only accurate reflection of customer satisfaction is through regular, professionally conducted surveys. Even to stand still, your business must have an objective process to measure, analyse and address customer needs and perceptions, and to gauge how well you meet them.

MPA International’s customer satisfaction surveys can help you to gain the insights required to compete successfully in today’s business environment.

MPA International’s customer satisfaction surveys will provide clear answers to every key question that drives your business development strategy. MPA’s customer satisfaction research service not only gives you an analysis of your overall position in a fast-changing market environment, our surveys can also enable you to focus your strategy by analysing customer needs and supplier performance across a wide variety of segments.

Our proven methodology in conducting our customer satisfaction surveys has seven key stages:

• Research programme design: MPA International meets with the client to design the customer satisfaction research programme variables
• Respondent contact provision: often provided by our client, but MPA International is able to supplement these from its own database
• Questionnaire: is finalised and approved
• Fieldwork: interview surveys are conducted by MPA International’s experienced research team
• Customer Satisfaction data analysis: collected data is reviewed via MPA International’s CARE data analysis software
• Report writing: data is presented in a clear, actionable format
• Results presentation: an opportunity for our client to circulate results to its management or sales team and to question MPA International’s research team on the customer satisfaction surveys detail and implications of the research.

It is a given that both customer needs and the competitive situation will change over time. Many of MPA International’s clients carry out customer satisfaction research every two years, to ensure that they keep their finger on their customers’ pulse – and on their competitors’ – so that they stay firmly on track.