IPMA 2001 Conference In-plants In A Changing World

"You need to know what your customers think, but you also need to know what your current non-customers think," he pointed out.

He said that one problem with placing a survey card in with a completed print job is that people tend not to fill it out if they had a good experience with that job—only if they had a bad experience or an outstanding one. Sending a survey out separate from a recent job might elicit a more accurate response.