安达信咨询方法与工具资料库ENTER1.DOCVIP

p:\..\materials\graphics\enter_1.doc PAGE 2 DATE \l 5/15/95 jb CLIENT QUESTIONNAIRE AND AGENDA TEMPLATE (CLIENT NAME) CUSTOMER SURVEY AGENDA Meeting: (data) Overview of customers:a. Define the types of customers that you have?b. How many customers does the company have? Define the customer base: a) Do the customers fall into definable geographic areas? Are they customers who purchase one product at one location? Are they customers who purchase one product but have a choice of locations? Are they customers who purchase many different types of products from a choice of locations? b) Categorize the company’s customers by revenue. How much volume do the top 15 customers represent (as a percentage of revenue)? 3. What are the customer’s needs and wants as you perceive them? Low price Product/service availability Phone service Marketing Accounting Variety of products Customer education Brand name recognition Intangibles Service/repair parts Other High quality Channel of distribution Customer service Advertising Technical knowledge Product innovation Sales representatives Delivery Service policies Order service 4. What are the company’s strengths in meeting its customers’ needs and wants? 5. What are the company’s weaknesses in meeting its customers’ needs and wants? 6. Who are the main competitors? 7. What are the competitors’ strengths in meeting their customers’ needs and wants? Competitor 1_________________________ Competitor 2_________________________ Competitor 3_________________________ 8. What are the competitor’s weaknesses in meeting their customers’ needs and wants? Competitor 1_________________________ Competitor 2_________________________ Competitor 3_________________________ 9. Are customer complaints or satisfaction levels monitored? If so, what are the results of the monitoring process? 10. Name two to three customers’ needs and wants. Name of specific individuals of the customer who have most relevant contact with the company would b