Product category:
3D CAD software
News Release from: Business Advantage Group
Edited by the Engineeringtalk Editorial
Team on 24 August 2001
UK CADCAM suppliers aren't listening to
customers
Half of CAD/CAM users say that their main supplier of CAD/CAM related products and services does not approach them to assess their satisfaction levels, according to recent research
Half of CAD/CAM users say that their main supplier of CAD/CAM related products and services does not approach them to assess their satisfaction levels, either formally or informally, according to recent research conducted by The Business Advantage Group Interviews about experiences of customer satisfaction research were conducted as part of a telephone survey held in June 2001 of CAD/CAM users from 245 UK-based sites
This article was originally published on Engineeringtalk on 16 Mar 2001 at 8.00am (UK)
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The sample was taken from Business Advantage's database of 20,000 UK CAD/CAM user sites.
The research also found that, of the 51% CAD/CAM using companies not being approached for customer satisfaction feedback, almost half thought their suppliers should carry out some form of customer satisfaction research, and a quarter had particular views on how the products/services of their supplier could be improved.
Of the CAD/CAM user sites whose suppliers do investigate satisfaction levels, two in five participated in formal surveys, and just over half experienced more informal methods; over two thirds felt that their suppliers' chosen method did enable them to express the full range of their views.
Chris Turner, Managing Director of The Business Advantage Group, observes: "There seem to be many suppliers who feel they can get along fine without customer feedback.
This survey sends the message to these suppliers that valuable market intelligence is lying out there untapped, with up to a half of their customers possibly wondering why they are not carrying out customer satisfaction research, and a quarter having specific suggestions on how to improve the products and services." The findings came from telephone interviews conducted in June 2001 with CAD/CAM users from 245 UK sites (selected to provide a representative sample of the total UK CAD/CAM market).
The sample was taken from Business Advantage's database of 20,000 UK CAD/CAM user sites.
The full findings, including colour charts, can be read free of charge at http://www.business-advantage.co.uk/Spaghetti/satisfaction.htm.
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