About the Customer Satisfaction Survey

Transcription

1 About the Customer Satisfaction Survey Customers rate their suppliers each year Find out how they rate your company Only publicly available opportunity for customers to provide feedback about their suppliers The direct ratings and frank comments result in valuable insight into customers successes and issues Clients receive early access to survey results Results are announced publicly towards the end of May Interactive web-based service with excel files of the detailed results 53401v15_06 1

2 Why the Survey is Important for your Company Customer satisfaction is critical to any supplier s success Yet it is extremely difficult to achieve and maintain high customer satisfaction If management does not continuously maintain and monitor high customer satisfaction, it creates opportunities for competitors. Worse, unsatisfied customers just turn away Due to the concentration of major chip makers, the loss of a single account due to poor customer satisfaction can be catastrophic Suppliers with consistently high customer satisfaction often dominate their markets They are often more profitable They tend to gain market share and/or maintain it Suppliers need an accurate baseline The factors determining which suppliers will be successful are no longer determined solely by technical prowess and market timing 53401v15_06 2

3 Use Survey Results to Obtain direct and independent feedback from customers through an independent third party Measure your company against its competition Find out what your customers think and say without your knowledge Learn what customers are thinking and saying about your competitors products and performance Provide an opportunity for public recognition of your company s performance Analyze survey results Information from end-users provides the basis for planning customer support and customer service programs, and can help pave the way to increased market share Useful for identifying market opportunities developing strategic marketing plans responding to market demands revealing customer needs 53401v15_06 3

4 About the Internet Questionnaire The 2-page survey questionnaire is available in 5 languages: English, Japanese, Korean, Chinese (Simplified) and Chinese (Traditional): Respondents rate suppliers on a ten-point scale among fifteen categories: Supplier Performance Will customer recommend supplier to a colleague? Technical leadership Supplier s overall commitment Trust in Supplier Partnering Customer Service Process support Field engineering support Spares/replacement support Support after sales Product Performance Overall product performance Usable performance Quality of product/results Overall Value Uptime Software Respondents comment on the primary reasons for their ratings and what the supplier should change or do more of to improve next year s ratings Respondents provide additional information such as: Will respondent buy from supplier again? Is respondent directly involved with the product? Number of years product has been in use Is OEM Support used for the product? Respondent demographic information available in the on-line report is: Country Job function Degree of purchase influence These categories are included as applicable 53401v15_06 4

5 Key Features of the Survey SURVEY VERSION CORE PREMIUM Survey Preparation Calendar, Rules, Maillist format & guidelines, Survey introduction for your customers Submit your company's maillist for the survey Survey Management Support Mid-survey rankings to gauge the effectiveness of your efforts On-line, On-Demand Reports: Total # of responses: accepted, rejected, and pending for your company Responses by area of the world: - total # of responses accepted, rejected, and pending for your company - total # of responses accepted, rejected, and pending by responding supplier - total # of responses accepted, rejected, and pending for each rated supplier Response listing by product type and model name Input addresses and confirm survey completion (reduces follow-up) Final Analyses on VLSIresearch's Website in Downloadable xls files # of Users with access to the website BEST, THE BEST, and RANKED 1 st Summaries Survey Data by Supplier and Product Type Overall Rankings and Ratings Summary of Overall Ratings by Region Five Year Rating History Customer Loyalty Analysis--Buy Again Ratings Original Language Comments: Respondent's Primary Reason for Ratings Raw Data for Each Questionnaire--includes detailed information such as: Name and model # of product being rated Translated comments: Respondent's primary reason for ratings Translated comments: What supplier should do to improve next year's ratings # of years in use at facility, whether OEM support is used, whether rater is directly involved Respondent Demographics: Country, job function & degree of influence Support Fast-Track Data (Quick data prior to report release date for PR, early analysis) Additional 10 BEST analysis with inquiry support Information sent by VLSIresearch to users designated by your company Marketing/PR License for 10 BEST, THE BEST, & RANKED 1 st Awardees ADDL FEE ADDL FEE 53401v15_06 5

6 About VLSIresearch VLSIresearch is an award-winning provider of market research and economic analysis on the technical, business, and economic aspects within semiconductor, nanotechnology, and related industries. VLSIresearch provides intelligence for faster and better decision making in the areas of semiconductors, photovoltaics, LEDs, display, manufacturing, materials, and critical subsystems. VLSIresearch was founded in The company s website is Semiconductor Analytics Know when it s turning as it turns The Chip Insider The trusted advisor The ForecastPro The semi ecosystem Research and Services Equipment Databases Semi Equipment Customer Satisfaction Brand management Critical Subsystems Eq Supply Chain Display Markets FPD Manufacturing PV Solar Industry Pulse Pro Test Consumable Markets Consulting 53401v15_06 6

7 Headquarters San Jose, CA USA Europe Cambridge United Kingdom Japan Tokyo Korea Seoul Taiwan Hsinchu To Subscribe to The Customer Satisfaction Survey Or get more information Please contact us at VLSIresearch.com 53401v15_06 7