Your advantages

Check out these amazing statistics:

• The average company loses 10 percent of its customers each year.
• A 2 percent increase in customer retention has the same effect on profits as cutting cost by 10 percent.
• Companies can boost profits from 25 percent to 125 percent by retaining 5 percent more customers.
• Acquiring new customers can cost five times more than satisfying and retaining current customers.
• Only 20 percent of dissatisfied customers will express dissatisfaction.

With surveys and analyses conducted by the experts of FBInnovation you'll have the following benefits:

• greater success in business due to better knowledge of your customers' wishes and expectations
• optimum use of your sales channels
• leverage of the full market potential
• knowledge of the strengths and weaknesses of your competitors as well as their strategies
• increased satisfaction of both your customers and employees
• avoidance of communication problems
• provision of the basis and components for Balanced Scorecard, customer relationship management (CRM), etc.
• compliance with the requirements of ISO 9001-2002, ISO/TS 16 949, EFQM Excellence Model etc.
• realistic picture of customer opinions, see diagram below

The level of concordance between self-assessment and customer appraisal

Representative sample of 370 companies
Source: WHU, Scientific school of management, Koblenz

Conclusion: Concordance is more likely in easily measureable criteria. Differences become bigger with soft factors.