Survey Helps In-plant Justify Digital Press - Page 9 of 10

By Bob Neubauer

"We didn't realize that a lot of them wanted that," she says. The shop now does it this way.

Another revelation: "We found out that they weren't getting calls back in a timely manner, so we were able to address that," she says.

Fuller notes that using CustomerAlert to send out surveys takes just five minutes each week. She usually sends them out on Monday mornings. Because EPMS captures the last survey date for each contact, Fuller can avoid over surveying customers. She says she receives a 20-30 percent response rate. Customers, she adds, are always happy when she calls them back about their comments, and many times they reveal other information about their personal preferences. This helps the shop tailor its service to meet individual needs.

« Previous 1 2 3 4 5 6 7 8 9 10 All Next »

0 Comments

View Comments

People:
Lori Fuller

Bob Neubauer Author's page

Bob has served as editor of In-plant Impressions since October of 1994. Prior to that he served for three years as managing editor of Printing Impressions, a commercial printing publication. Mr. Neubauer is very active in the U.S. in-plant industry. He attends all the major in-plant conferences and has visited more than 180 in-plant operations around the world. He has given presentations to numerous in-plant groups in the U.S., Canada and Australia, including the Association of College and University Printers and the In-plant Printing and Mailing Association. He also coordinates the annual In-Print contest, co-sponsored by IPMA and In-plant Impressions.