RW Humes & Company

customer value survey

A customer value survey is an extension of the customer satisfaction survey. The customer value survey measures a company's perceived value versus that of competing firms.

The customer value survey is accomplished by:

Asking respondents to rate the importance of and their satisfaction with a number of performance attributes.
Weighting satisfaction scores to create a quality ratio based on the relative importance of the performance attributes.
Preparing a customer value map by plotting the quality ratio versus relative pricing of products and/or services.

Firms that conduct customer value surveys can expect to...

Learn about the value of their firm relative to the competition.
Learn about the value of specific performance attributes versus the competition.

Continuous improvement programs are implemented to increase the value of the lowest performing attributes to increase the overall perceived value of the firm.

Solutions

customer value survey