Conducted and Presented by New Phase Marketing, Inc. Customer Satisfaction Research July, 2008.

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Presentation transcript:

Conducted and Presented by New Phase Marketing, Inc. Customer Satisfaction Research July, 2008

Methodology A total of 6 separate online surveys were sent via to existing Visu-Sewer customers on Wednesday, July 23, The surveys consisted of both quantitative and qualitative (open-ended) questions, and were sent to the following groups: TEST GROUP:SAMPLE SIZE:*# RESPONSES:RESPONSE RATE: Contractors7114.3% Engineers % Industrial7228.6% Municipality % Sanitary % Service2150.0%

How long have you been a customer of Visu-Sewer? Contractors (1) 5-10 Years100% Engineers (30) More than 10 Years56.7% Industrial (2) 2-5 Years50.0% 5-10 Years50.0% Municipality (45) More than 10 Years71.1% Sanitary District (6) More than 10 Years66.7% Service Group (1) 5-10 Years100% Most customers have been with Visu-Sewer for ten years or more!

How did you first learn about Visu-Sewer? Contractors (1) Friend/Co-Worker100% Engineers (30) Friend/Co-Worker53.3% Industrial (2) Don’t Remember50.0% Salesperson50.0% Municipality (45) Friend/Co-Worker26.7% Salesperson24.4% Sanitary District (6) Friend/Co-Worker66.7% Service Group (1) Don’t Remember100% Customers learn about us from their friends and/or co- workers.

Which of the following reasons BEST describes your INITIAL decision to work with Visu-Sewer? Contractors (1) Customer Service100% Engineers (30) Reputation33.3% Customer Service20.0% Cost20.0% Convenient Location10.0% Other16.7% Industrial (2) Reputation50.0% Convenient Location50.0% Municipality (45) Reputation 31.1% Innovation04.4% Customer Service13.3% Cost33.3% Convenient Location04.4% Other13.3% Sanitary District (6) Reputation66.7% Customer Service33.3% Service Group (1) Convenient Location100% Visu-Sewer customers first made the decision to work with us based on our solid reputation.

What is the #1 reason you currently work with Visu-Sewer? Contractors (1) Performance Engineers (30) Past experience, Variety of services, Response time, Cost-effective, Quality work, Low bid, Local and Responsive Industrial (2) Advanced “know-how” and Cleaning Municipality (45) Sales staff, Quality of work, Lowest bidder, Responsiveness, Variety of Services, Location, Experience, Customer Service Sanitary District (6) Quality of work (4 out of 5 responses); Professional, Completes work on time Service Group (1) Convenience Our customers stay with us for a number of important reasons!