The Idea Exchange offers customer satisfaction surveys, ISO surveys, and market research.


Custom Surveys

  Among the many reasons for doing surveys:
  • Identify the means to retain customers for longer periods
  • Establish where to focus most needed improvement
  • Assess the satisfaction of customers, distributors, partners
  • Explore performance levels versus main competitors
  • Monitor the impact of quality and other improvements
  • Establish how the organization may compete more effectively
  • Identify and evaluate new business opportunities
  • Explore changes in the market environment
  • Benchmark against "best practice" organizations
  • Provide input for business plans and investor due diligence
  • Comply with ISO 9001:2000 requirements for measurement and monitoring customer satisfaction
  When a midwestern client asked us to interview twenty frontline supervisors, anonymously, at home, to determine:

What is management doing that is supportive of what supervisors have been asked to do on the production floor, and what is management doing that gets in the way of what supervisors have been asked to do?
  Supervisors poured their hearts out:
  • Management claimed they had an open door policy. Supervisors said: "Not true. We can hardly get through the door before they interrupt."
  • Management claimed they had a wonderful monthly bonus plan for meeting certain incentives. Supervisors said: "Yes, but nobody knows the formula—they could be making this up for all we know."
  • Management claimed they didn't play favorites. Supervisors said: "Not true—they do so all the time. If not, how'd the general manager's brother-in-law get to be a supervisor?"
  When management promised they would work hard to reduce, if not eliminate, these complaints, supervisor morale, product quality, and plant output all dramatically improved.
"It's a fact. We'll often tell things to a stranger we won't tell our very best friend. This, because of the fear that, at some point in the future, whatever we've said could come back to haunt us. Not only used against us, but in some cases we might never hear the last of it." —Arnold "Nick" Carter, Vice President, Research Communications, Nightingale-Conant Corporation, Chicago, Illinois

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