• Enhance your organization’s portfolio of offerings by providing a valuable new member service
• Assist your members or affiliates in improving their customer satisfaction performance
• Generate non-dues revenue for your organization.

In today’s ever-changing and increasingly competitive business climate, it is more important than ever that firms measure and track how well they are servicing their customers, yet many businesses don't have the time or the expertise to engage in this type of research.

However, as an association or affiliated group of companies, your organization is in a unique position to assist your members/affiliates in measuring and improving their customer satisfaction almost effortlessly.

How the Process Works
Industry Insights would work with your organization and its members to determine the most pressing customer service issues and areas of concern in order to develop a high quality survey instrument that would be customized to your group’s particular needs. The members would order their Customer Satisfaction Survey Package from Industry Insights, at which point they would be sent a supply of questionnaires and return envelopes. The members would then simply distribute the questionnaires to their customers, and await their survey results. The customers would return their completed forms directly to Industry Insights, where the data would be entered and compiled, and an easy to use, color Customer Satisfaction Report would be created specifically for each member.

If your members were to attempt this type of research individually, it would cost them a great deal in terms of both time and/or consultants’ fees. However, with the Industry Insights Customer Satisfaction Survey Package, the same basic survey form would be used by many different member firms, thus spreading the cost of the research across a large group of members. These economies of scale would result in a low cost per member for this valuable service.

Because the per report cost would be low, your organization could, if desired, "mark-up" the cost of the package to each member, thus generating ongoing non-dues revenue for the organization, while still offering a highly valuable member service at an affordable price.

In addition, since all members would be using a similar survey form, industry-wide customer satisfaction benchmarks could be established that would allow members to measure their customer satisfaction performance versus their peers in the industry or profession.

Your Organization's Role in the Process
Your organization would work with Industry Insights to facilitate the design of the survey instrument and assist in the marketing of the packages to your members/affiliates. Beyond that, Industry Insights does all the work, while your organization receives all the credit (and generates revenue for itself, if desired). Essentially, their is little to no risk on the part of the association, while the opportunity exists to offer a valuable new member service and possibly generate substantial non-dues revenue.

This service is valuable to groups of all types: professional service providers, retail establishments, distributors, manufacturers...anyone who has customers!

If you have any questions or would like to discuss this service further, please contact:

Steve Kretzer
(614)389-2100 ext. 106
skretzer@industryinsights.com