Universal Airways has decided to conduct an ongoing customer survey in order to review the level of service offered to customers from its online booking services. The service is new and the airline wants some feedback from its customers. After registering to Rate-our-Service, the airline integrates the link to the survey along with the access code into its automated confirmation email. After a month has gone by, Universal Airways decides to review the compiled surveys stats. The data quickly informs executives that customers are, in general, pleased with the online service, but the navigation is slightly bulky and confusing. The issues are looked after and the site becomes more streamlined and user-friendly. The Airline soon notices an increase in the use of the online site.

Investors Bank needs to find out is customers are satisfied with the decision to lower the level of teller services and push for a higher usage of ATMs. Investors decides to sign up to the Premium level of Rate-our-Service, allowing them to add some specific questions significant to Investors bank, as well as obtaining vital demographic data. Thank-you cards were printed with the Rate-our-Service address along with the Bank’s unique code asking clients to access the program and provide some feedback to help improve services. The results of the survey program: Data suggested that older clients preferred dealing directly with a bank teller, while younger clients enjoyed the ability to do more of their banking through the ATM, avoiding line-ups and taking care of their financial needs when and where they chose. Investors bank changed its teller staffing levels to better accommodate the older clients, and soon customer satisfaction scores reached over 80%, certifying the bank as a business that cares about its clientele.

Cactus Auto has been noticing a gradual drop in sales for the past two quarters, and yet benchmark studies against other dealerships of the same brand indicate that these other dealerships are doing quite well. The manager realizes that the drop in sales can be attributed to the customer service. Cactus Auto registers to Rate-our-Service and prepares a survey campaign where letters with the survey address and access code are mailed to previous customers, each salesman has the address and individual access code printed on business cards, and the link is added to the website for immediate access. Soon, the survey statistics start coming in and when the manager of Cactus Auto reviews the results, it soon becomes obvious that although customers like the product, they are turned off by the pushy sales tactics of the sales team. The manager puts his team through a re-training program, and soon sales start going up again. Cactus soon becomes certified by Rate-our-Service for customer appreciation.

Assure Insurance has put much effort into providing the best customer service possible. They have spent time and money into the necessary training and procedures that would potentially put their customer services at the top. To confirm their beliefs, the managers at Assure decided to enroll into the Rate-our-Service customer survey program. They invited clients to sign up by sending out cards through the post with the Rate-our-Service site address and access code clearly printed within. Clients of Assure were delighted to fill in the survey, and soon the responses began to accumulate. The result: Assure achieved a customer satisfaction rating of 91%, confirming that their customer service is second to none. Upgrading to premium services even allowed Assure to advertise their customer satisfaction certification to their advantage, marketing their service levels to attract even more clients. The overall goal: The managers at assure will not be satisfied until they hit a 100% satisfaction score!

Pizza Night restaurant is confident it makes the best pies in town, and its delivery orders substantiate that belief. Yet, although it has a full dining room, patrons eat at the restaurant itself. Curious as to why, the manager of Pizza Night enrolls in Rate-our-Service and creates some stickers with the site and access code clearly printed. These stickers are placed on the pizza boxes where customers can quickly spot them. Soon, feedback starts coming in and when the manager logs on to the Rate-our-Service statistics page, he quickly finds out why his dining room is constantly empty. Apparently, service is a little slow and the menu is little limited. People just prefer to eat pizza at home. The manager decides to expand the menu, change the décor a little, and add some LCD’s against the walls. Soon, the dining room is buzzing with patrons once again.

Global Communications is a rather large outsourcer that has grown significantly over the last decade, and has primarily focused its success on client approval. Management, however, has decided to take a different route in measuring success by listening to the voice of the customer directly. Because Global deals in phone and online communications, a survey tool that was flexible enough to cover both types was required. Rate-our-Service was the survey tool selected, and soon feedback was flowing in, coming straight from the customers global had been hired to serve and bypassing corporate red-tape. Now, Global Communications is able to adjust its service to better serve customers worldwide and target problem areas that are brought up through the constant feedback they receive from the program. They great thing is, complements or concerns can be targeted to specific agents – allowing the company to reward or address appropriately.

The Rave clothing outlet has been a successful store for many years, but suddenly a drop in sales has prompted the manager to investigate what the issue might be. The clothing was still trendy, and the prices were still competitive and the staff was trained to put the customers first. The manager decided to utilize the Rate-our-Service survey program to get to the root of the problem. Customers were invited to fill out the online survey forms through little cards stapled to their receipts. Soon, the survey results started coming in and the feedback highlighted a constant concern for many customers. The return policy of the store was too restrictive, and did not allow for cash refunds but rather dispensed store credit. This was an annoyance for many customers who would try to return ill-fitting clothing, and drove many to competitors. The return policy was quickly changed and The Rave continues to use Rate-our-Service to keep on top of customer concerns.

Federal Gas Company has been providing gas utility services for over 30 years, but now it faces competition from newer and cheaper gas providers who want a foothold in the industry. Federal Gas has always prided itself on its excellent customer service and its professional technicians, but now they want to know what customers really think, and whether there is anything they could change to improve and secure their market. Registering into the Rate-our-Service customer survey program, the company invites customers to fill out the survey forms by printing the access information on their monthly statements. Soon, the surveys start coming in and the feedback provided shows that the general consensus is that everyone is happy with the service they receive, both face-to-face and through the phone. Without even expecting it, Federal Gas scores a perfect 89 percent on the first quarter, and quickly becomes certified for customer satisfaction. The award logo is quickly printed and displayed on the Federal Gas website, buildings, and utility trucks.