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Customer Needs Assessment ?1995 Arthur Andersen Co. S.C., All rights reserved. 7- PAGE 2 Customer Satisfaction Measurement ?1994 Arthur Andersen Co. S.C., All rights reserved. 7- PAGE 1 7. Firmwide Third Party Resources The customer survey market is flooded with a large number of companies providing low cost customer survey services. Typically, these companies leverage low cost, high volume processing facilities and offer clients off-the-shelf survey designs. Rather than trying to compete with these low-cost providers, Arthur Andersen seeks to add value through its in-depth business expertise - frequently outsourcing low value data collection and processing activities to central service organizations or third-parties. In this way, Arthur Andersen is able to concentrate on the high value components of survey design and interpretation, while still gaining insight into critical client issues to enhance the overall business relationship. In assembling the resources to execute a customer needs assessment, the local office may choose to draw upon Arthur Andersen’s Firmwide expertise or third party resources. This section provides an overview of the resources that have proven effective in past engagements. 7.1 Firmwide Expertise Evaluation Services, St. Charles: Responsible for administering Arthur Andersen’s own client satisfaction measurement programs, this group employs statisticians and psychologists with deep experience in design and administration of research surveys. This group is available to assist the local office in all aspects of customer research ranging from proposal development through data analysis. Special consideration should be made to include a specialist from Evaluation Services on the project advisory committee. For further information, contact Darryl Jinkerson in St. Charles at (708) 444-4417. EnterNet Market Position Analysis: Arthur Andersen’s Enterprise Group developed this software and service package to assist local teams in the