Market Research Information
CSI (Customer Satisfaction Indexing) is a systematic program for monitoring business
performance by gaining feedback from your customers. Properly done, the results are powerful
tools for the marketing and management of your business. How important is it that you know what
your customers are doing? Consider these facts about your customers:
- Repeat and referral business typically accounts for 60-90% of revenues
- It costs 10 times more to obtain a new customer through marketing than to retain current customers
- For every complaint you hear about, there are likely 26 similar complaints, six of them serious
- The average disgruntled customer tells 17 people about his experience. How many people will those people tell?
For greatest effectiveness, CSI should be done on a consistent and ongoing basis, and
administered by a third party for the highest level of credibility. Most of all, the program
should turn customer feedback into useful marketing and management tools that insure long term
profitability. That's where CSI Complete comes in.
We are philosophically committed to improving our industry with our own products and
services as well as trade association participation. We believe in backing up our philosophies
with actions, which is why we have been the most active
CSI company in the industry in the past
several years.
For example, we are active members of industry organizations such as CIC, CIECA, NABC,
ASA-Ohio and SCRS. We support I-CAR. We typically attend several trade shows per year, including
NACE. For more about our views on win-win business relationships,
click here.
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