We have just completed compiling our customer survey results from the previous six months. Ebsco sends a customer survey every six months to all active customers. We ask them to rate;
- Customer Service
- Overall Satisfaction
And the winner is….. Our Customers!!!! Our scores set a new record mark for Ebsco. I can’t say our customers are ALL “Raving Fans” but with some of the comments we are getting there.
Most importantly were some of the comments regarding their individual representatives with Ebsco. Many of our customers did rave about them. The inside sales team is getting the job done and creating relationships with their customers. I couldn’t be more proud. Liz Jeter, our VP of Sales has just begun to send Inside Sales team members on customer calls with our sales manager and I imagine these scores will continue to soar.
For the past year our survey results have continued to improve. Our scores from the June survey were so high that I couldn’t imagine any way we could improve, yet we did. They went higher. The majority of our customers returned perfect scores across the board. I’m not sure how to improve on a perfect score but I can guarantee we will try.
We are expanding our surveys in June to address pricing and response time. Maybe that will be a way to surpass our current scores.
As I take a minute to pat the team on the back I can assure you we are critically looking at every survey that wasn’t a perfect score and saying why not? What can we do different? That’s the real point to a customer survey, identifying the areas you can improve. It’s difficult to compile that in a survey. Our customers are busy and do not want to take their time to answer a three page questionnaire. We keep the surveys brief, in respect of their time. We try to identify broad questions that cover several aspects of our business. It’s up to us to drill down and find the specifics that need to be improved in the broader questions.
Our current survey covers almost all aspects and team member contributions at Ebsco. These scores are a team victory for the company. To obtain a perfect score means every individual in the organization is doing their part and the customers are noticing. To all of them I say THANK YOU! People are noticing your efforts and pride in the product you are delivering!
So now that arm is stretched out from patting ourselves on the back, what next? What next, is examining every survey that wasn’t a perfect score to determine why? I don’t think any company should every be content until they reach that goal. So, as happy as I am with these results, it’s time to get back to work to determine and enact solutions to obtaining that illusive perfect score.
Check back with me in June and I’ll let you know how we did.