Naysayers and Yea-sayers
Comparing Performance
One tool we use to measure how your customers compare performance to outside vendors is the NAPL Competitive Edge Profile. This is a way of learning more about your naysayers and yea-sayers. It's not a customer satisfaction survey in which you learn that your average score was 7 out of 10 (and then you wonder what you could do to improve your score). Instead, this is designed to ask your customers how you compare to outside suppliers, and you learn from more than 20 questions exactly where you are better or worse than the competition in your customers' eyes.
Howie Fenton is an independent consultant who focuses on analyzing/benchmarking the performance of printing operations. Fenton helps companies use metrics, best practices and workflow strategies to streamline operations. Call (720) 872-6339 or email howie@howiefentonconsulting.com
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