Customer survey produces revealing results
It can be a conundrum for many companies to know exactly why their customers chose to deal with them in the first place. Most business owners think they know the reasons why and rely on that “gut feel” knowledge when planning advertising and other marketing messages.
Ecostar decided to go one step further and commissioned a Customer Survey to get to the real facts. The Survey was sent to a sample 1000 customers, who had all purchased within the last 12 months, with nine key questions, one of which was “Why did you choose Ecostar?” The company received 947 replies which is an exceptional sample. The results were staggering and laid to rest a number of preconceptions endemic with the marketing team.
More than 80% of customers said they chose Ecostar due to the “QUALITY OF PRODUCTS.” This was particularly pleasing to the company as Quality has been its main driver since the business started in 1979. Ecostar holds every Australian and UK Quality Accreditation for its full range of UPVC Double Glazed Windows and Doors, and this range has undergone a continuous improvement programme for the last 40 years.
More than 60% of customers chose Ecostar because the company was “BASED IN MELBOURNE.” Since the business started in Australia, the Ecostar Installation Depot, Customer Service Centre and Head Office has always been based in Melbourne and exclusively supplies homeowners in Greater Melbourne and Victoria only.
The company was surprised that more than 50% of respondents were attracted to Ecostar because the company does not use subcontractors or tradies to install the windows and doors. Ecostar Installers have always been fully employed by the company, and this allows for proper training programmes to be implemented and complete control over the quality process.
66% of customers said they were impressed by the “APPEARANCE OF PRODUCT.” Comments included the fact that quality UPVC Double Glazing revolutionises the aesthetics of a home, adds value to the property, and many replies referred to an improvement in homes’ kerb appeal.
Over 43% of responses stated they “LIKED THE SALESPERSON.” Comments ranged from it being a pleasure to deal with knowledgeable Product Demonstrators, their professionalism, to how they explained all the benefits of Double Glazing in an easy-to-understand manner. Over 70% of responses stated they liked the “SPECIAL OFFERS.” Given by the company. Ecostar do offer incentives to make the best quality double glazing even more affordable.
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