A few months ago, about the same time that I stopped posting on this blog (which will be the subject of another post), I started a monthly survey of my AlphaGraphics customers to see how well we are doing. I am using a company by the name of Survey Advantage. The cost to me is fairly cheap and over time, I have been able to survey the customers from all three of my centers using the one account. We have received some great feedback. Here are the charts to date.
| How likely are you to recommend us to colleagues and friends? | Response percent | Response total | ||
|---|---|---|---|---|
| Very Likely |    |
78.5% | 179 | |
| Likely |    |
16.2% | 37 | |
| Not Sure |    |
3.5% | 8 | |
| Unlikely |    |
1.3% | 3 | |
| Very Unlikely |    |
0.4% | 1 | |
| How satisfied are you with the quality of the final product? | Response percent | Response total | ||
|---|---|---|---|---|
| Very Satisfied | |
76.2% | 176 | |
| Satisfied | |
20.8% | 48 | |
| Neutral | |
2.2% | 5 | |
| Dissatisfied | |
0.4% | 1 | |
| Very Dissatisfied | |
0.4% | 1 | |
| How satisfied are you with the quality of our service? | Response percent | Response total | ||
|---|---|---|---|---|
| Very Satisfied | |
77.3% | 177 | |
| Satisfied | |
17.9% | 41 | |
| Neutral | |
3.1% | 7 | |
| Dissatisfied | |
1.3% | 3 | |
| Very Dissatisfied | |
0.4% | 1 | |
| Apart from the products you just purchased, what other services do you have a need for but do not currently purchase from us? We offer all of these services: | Response percent | Response total | ||
|---|---|---|---|---|
| One & Two Color Printing | |
30.8% | 20 | |
| Full Color Printing | |
36.9% | 24 | |
| Variable Data Printing | |
10.8% | 7 | |
| Black & White Copies | |
29.2% | 19 | |
| High Speed Color Copies | |
10.8% | 7 | |
| Finishing/Bindery |    |
18.5% | 12 | |
| Mailing Services |    |
16.9% | 11 | |
| Signs, Posters and Banners |    |
52.3% | 34 | |
| Promotional Products |    |
56.9% | 37 | |
The great thing about these monthly surveys is that when we receive a negative response, we immediately get an email from Survey Advantage. We are able to read the comments on the survey and address the issue immediately. You can also see that there is a question about what services that we provide that the customer would want to know more about. This has been a great conversation starter with a lot of our AlphaGraphics customers.
One last area of the survey is a question about if the customer knows of anyone else who might need our AlphaGraphics services. We give each respondent a $20 gift certificate to a place of their choice.
Feedback is critical to the overall success or our three businesses.
You can always contact us at the following AlphaGraphics websites:
AlphaGraphics Mesa Printing and Marketing FaceBook Fan Page
AlphaGraphics Tempe Printing and Marketing FaceBook Fan Page
AlphaGraphics Phoenix Printing and Marketing FaceBook Fan Page
Twitter: @steveadams291
LinkedIn: stepheneugeneadams
