Real People Rate Customer ServiceCorporate Research International Customer Perception SurveyCorporate Research InternationalRealPeopleRatings.comRatingsCategory WinnersSlide 7Slide 8Slide 9Slide 10Slide 11Survey MethodologySlide 13Other ServicesSurvey Results Customer Perception Survey Quarter 2, 2005 through Quarter 3, 2006Slide 16SourcesReal People Rate Customer ServiceAdrienne KraftLisa McCreedy&Gonzalo MasiasCorporate Research InternationalCustomer Perception Survey•Results released October 18th, 2006•Purpose: to reveal to businesses the importance of brand image and customer perception•Survey is run through RealPeopleRatings.com ™Corporate Research International•Firm specializing in mystery shopping and customer satisfaction surveysRealPeopleRatings.com•Launched in 2005 by corporate research international•The company sends the quarterly surveys as online opinion polls to its pool of panelists•6,253 panelists participated in this quarter’s survey•Survey conducted between Oct.2 and Oct.15, 2006•Tool for companies to gauge how they’re being perceived by the public•Serves as a checklist to determine new ways to improve customer service•Helps businesses stay ahead of their competitionRatings•Respondents rated their perception of each business’ customer service on a scale of 1-10•10 = highest•If the respondent had no experience with the business the panelist did not enter a score.Category Winners•Fast food#1 Subway#2 Quiznos#3 Sonic•Restaurants#1 Olive Garden#2 Outback #3Texas RoadhouseCategory Winners•Convenience Stores #1 BP #2 Chevron/Texaco #3 Shell•Department Stores #1 Nordstrom #2 Saks Fifth Avenue #3 BloomingdalesCategory Winners•Home Improvement Stores#1 Ace Hardware#2 True Value#3 Lowe’s•Supermarkets#1 Publix#2 Kroger#3 SafewayCategory Winners•Drug Stores#1 Walgreens#2 CVS/Pharmacy#3 Rite Aid•Electronics Stores#1 Best Buy#2 Radio Shack#3 Circuit CityCategory Winners•Airlines#1 Southwest#2 Jet Blue#3 American•Hotels#1 Marriott#2 Hyatt#3 HiltonCategory Winners•Banks#1 Credit Unions#2 Washington Mutual#3 WachoviaSurvey Methodology•Respondents:1)represent all regions of the country2)completed only one survey each3)Spanned all ages, incomes, education,& ethnicities•Scores reflect the mean score, the most reliable way to describe the “center of gravity” of a distribution of scores. The mean is the average sum of each score divided by the total number of observations.Are you Surprised by any of thesewinners for the best customer service intheir category?Other ServicesConsumer Behavior SurveysThese are targeted surveys designed to show the patterns and perceptions of the consumer as they relate to specific settings. 1. Health Care2. Charitable Giving3. Back to School4. Memorial Day5. Pharmacist Survey6. HalloweenSurvey ResultsCustomer Perception SurveyQuarter 2, 2005 through Quarter 3, 2006•73% of those who took part in the survey were planning to participate in a Halloween related activity •43% of the people surveyed purchase Halloween decorations every year •61% said they would spend their Halloween distributing candy to neighborhood kids.Survey ResultsCustomer Perception SurveyQuarter 2, 2005 through Quarter 3, 2006•When asked how much money they would spend on a costume for themselves–45% - “I do not dress up” –24% -“I am wearing a costume from a previous
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