Customer Relationship Surveys

Customers. Hard to get and just as easy to lose. Keep your most important asset with EJA Customer Relationship Surveys.

Have you ever wondered what your customers really think about your products and services? What they really want? What's important to them? how they view your people and organization relative to other suppliers? What the weak links are in the chain that binds each key account to you? What one change you could make today that would strengthen customer loyalty and result in more revenue from repeat sales?

Gaining an understanding of your customers and their unique needs has never been more important. Have EJA's Customer Relationship Group design and administer your customer surveys, evaluation and retention campaigns, analyze the results and make recommendations for areas of improvement.

Actionable Results

  • Proven, cost-effective evaluation of your products, people and policies.
  • Create effective marketing strategies that contribute to your market position
  • Highlight potential product/service enhancements that add value.

CUstomer & Prospect Profiling

  • Reach decision-makers
  • Build rapport.
  • Uncover what your customers think and why.
  • Determine what actions you need to take to strengthen customer relationships.

Contact Us

Eric P. Jones and Associates Inc.
191 Lockhart Drive, St. Catharines, ON L2T 1W8
Tel. (905) 684 - 2771, Fax (905) 684 - 4601

Customer Relationship Audits

  • Give your team a more complete insight into what prospects and customers want to buy from you.
  • Build stronger relationships with your key accounts.
  • Welcome and retain new accounts.
  • Recover your at-risk accounts.
  • Learn what you're doing right and where you could improve.
  • Find out if you have people or practices that threaten to unravel your existing relationships.

Key Account Audits

  • Explore how your key accounts judge your organization's performance.
  • Expose gaps between expected and actual performance.
  • Indicate where you need to take action to retain accounts that might otherwise be open to competitive encroachment.
  • Raise sensitive issues discreetly using objective, independent interviewers.
  • Outline the changes your organization should be planning now to be a vital partner to your key customers in the future.

New Account Audits

  • Reduce the high attrition rates with new accounts.
  • Set up on-going contact that makes new accounts feel appreciated.
  • Uncover new accounts expectations.
  • Profile communication preferences of each new contact person.
  • Monitor new customers regularly comparing your organization's performance versus their initial expectations.

At-Risk Account Audits

  • Expose the real issues.
  • Isolate and resolve communication-based problems.
  • Track account feedback until a healthy relationship is restored.

Post-Project Launch Audits

For project-oriented firms, EJA will interview your customer and your internal project participants to help you assess:

  • What worked.
  • What didn't.
  • Why.
  • Where fixes are needed now to reach the expected outcome.
  • How improvements could be made to your process next time.

Post-Product Launch Audits

If your firm launches new products or services periodically, EJA will interview your customers on:

  • Features.
  • Ease of use.
  • How accurately expectations were met.
  • How your product rates against the competition.
  • Suggested improvements or product extensions.

Exit Surveys

Unfortunately, every organization loses customers despite its best efforts. Don't just let them go!

  • Departing customers are more likely to respond honestly to questions from an independent researcher.
  • Learn where you could have improved or where you failed to meet their expectations.
  • Put this knowledge to use to retain those accounts still with you.
  • Utilize our experienced interviewers to defuse potentially explosive situations.

Loyalty Programs

  • Put your customer service findings to work with Business-Building Communication strategies, Cross-sell campaigns and Reward programs.
  • Proven tools and performance systems to ensure company growth, not stagnation.
  • Personalize every customer interaction.
  • Increase your bottom line.
  • Features.
  • Ease of use.
  • How accurately expectations were met.
  • How your product rates against the competition.
  • Suggested improvements or product extensions.

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