Overall, we have gotten on a schedule to do one survey a year. One year is an internal survey for employees and then the next year, we are doing an external survey for customers. The plan is to continue on this schedule for the coming years. The good news is, TJ can handle both and he does both extremely well. He is thorough and understands the HVAC distribution business, which is helpful. In both cases, we have come out of the summary meeting with good, actionable content. I definitely would recommend doing these types of surveys and TJ can certainly assist, if that is of interest.
We recently engaged TJ O’Connor and the Farmington Consulting Group to conduct their survey of our customers and the feedback we received was far more comprehensive and actionable than we had imagined. The survey results confirmed some beliefs that we held about our people and performance but also opened our eyes to a number of other areas that we scored quite well in and some that we need to improve on. I was a bit nervous doing this survey for the first time not knowing what to expect, but after having T.J. O’Connor review the results with our Leadership Team I am really glad we did this survey because we now know for sure how we’re doing and where we can improve. My advice to anyone that has not yet engaged the Farmington Consulting Group is don’t wait, call them and get started now!
Farmington Consulting Group constructed a survey for our complete customer list that resulted in candid feedback at every level. The results provided were summarized and then detailed enough to allow our team to take action on specific improvements, by branch, product and many other customer service related items. We will be using the resulting data for new sales opportunities and customer service improvements.
TJ and his team were able to guide us through the process, making it simple with limited investment of our time.
We will be using Farmington Consulting Group on a regular basis to provide our team feedback on our customer performance.
“I have had the pleasure of working closely with TJ and his team on a couple of different occasions. Both experiences exceeded my expectations. If you are in search of a quality company, headed by an individual with the highest level of integrity, that provides good, actionable, and relevant results, I strongly suggest you get with TJ immediately. He and his team were able to take a deep dive into our customer experience. They uncovered a host of opportunities that led us to positive change in process and policy. Most companies think they can gather this data on their own and I disagree. Bringing in an impartial third party is the key to true discovery. TJ is a consummate professional and that shines through in the quality and content of his work.”
“My only regret about working with Farmington Consulting Group is that we did not engage their services sooner. The detailed and actionable feedback has been instrumental in prioritizing and deploying strategic initiatives focused on customer needs. Their industry benchmark data provided invaluable insights as well, allowing us to see how we perform relative to other distributors in our industry.”
“For us the market studies that FCG performed for us were fantastic. Great insight into actual contractors in our marketplace. Not only did we learn a lot about potential opportunities, but with a list of actual names and contacts and the specific opportunities to address issues in the current distribution process, the tools are now in our hands to action the follow up. This is immensely helpful to us from a value proposition both in heading into new markets for us (evaluating where we might have a niche where others have failed) and in re-inventing ourselves in well-established markets (expanding our service offerings).”
A/C Supply, recently utilized the services of The Farmington Consulting Group with great success I would highly recommend the services of TJ O’Connor and company. Should have used them years ago! As well as using TJ for future success. Oorahhh!
“Want to find out what your customers really think? Would you like to learn about specific areas that you can improve on as well as hear about the areas where you’re best in class? You want candid and unfiltered feedback. That’s exactly what TJ did for our organization! We are a better company today because of our work with TJ and Farmington Consultants! I cannot say enough good things about TJ! Just do it!”
“Our team at ACR Supply has worked closely with TJ O’Connor on two recent customer surveys. We have been more than pleased with the information and value that TJ’s team has provided for us. In addition to the customer feedback, we’ve also received some insightful benchmarking data as part of the overall results in our feedback summary. All and all, I would highly recommend working with Farmington Consulting Group if you’re planning to implement a formalized process for gathering customer feedback.”
“I don’t know if I was your longest sales cycle ever but I know we spoke about doing a customer survey for many years and this year we finally contracted with you and did one. I am sorry we did not do it sooner. Thanks for your persistence.
We confirmed some things we thought but we also learned lots of things we did not know and the detail you were able to provide us will allow us to really target our service to customers and improve in the areas that we need to.
I appreciate the process and the results from working with you as does our team.
We are looking forward to seeing how we improve when we do the survey again in 2025.”
For a couple years we’ve watched FCG’s presentation at HARDI, which is one of the best presentations of the whole conference. Then one day we decided to get in touch with TJ about a custom-made survey for our market, which was put together in just a matter of days. The whole process was very smooth and the findings were presented to our board by TJ himself. We were able to put together a comprehensive action plan to work with our salesforce to improve customer satisfaction. We’ll certainly work with FCG again in the future.
“We hired The Farmington Group to conduct customer satisfaction survey for our company. With TJ’s help and guidance we were able to solicit very important feedback which is sure to motivate changes within our company.
The most valuable part of the process for our team was the presentation of results. TJ was thorough, professional and consistently making recommendations as to how to interpret the feedback via benchmarking against other independent distributors.
We would definitely recommend working with The Farmington Group and TJ O’Connor and look forward to working with them in the future.”
“Hired TJ and his team to conduct a customer survey for us. Extremely pleased with the entire process and the results. There’s work to be done now based on the results, but that’s what we were looking for! Always looking for a chance to get better. TJ, thank you for a very professional and informational experience.”
“The Farmington Consulting Group conducted a Customer Satisfaction Survey for our company. When you agree to move forward with such an endeavor, there are natural reservations and concerns about the quality and integrity of the information gathered. Much to our surprise, through the leadership of TJ O’Connor, we were presented with actionable results in a format that clearly identified areas our company could use improvement. TJ O’Connor truly knows our industry and our business. We would strongly endorse their services to any distributor that has the courage to see how their customers perceive their company and as important, has a passion and commitment to improve. We intend to have this survey conducted every other year by Farmington Consulting Group in order to measure our improvement.”
“Johnson Supply started conversation with Farmington Consulting Group based on our need for comprehensive customer feedback to help us update our strategic plan. We heard about Farmington from a fellow distributor who recommended Farmington to perform a customer survey. We hired Farmington and just finished the process and performed the review. The data presented and the perspective offered concerning our performance compared to other distributors was quite valuable, and exceeded my expectations by far. I would recommend Farmington to any distributor that wants comprehensive customer feedback and comparisons to other distributor’s performance.”
“I only wish we had done the customer survey with FCG sooner. Our customers were very honest and forthcoming and we received a lot of actionable items. We were very pleased with the 30%+ return and somewhat surprised how willing our customers were to provide not only the survey completions, but the valuable comments they provided. Our plan is to do this survey every 2 years, now that we have a benchmark to measure ourselves against. The data was provided in a very useable format and even customized to our needs.”
“We reached out to Farmington Consulting Group after seeing an impressive presentation of theirs at an HVAC conference. Our company struggled with accessing important influencers and decision makers in the Commercial HVAC value chain – and we needed both quantitative data and qualitative nuance to inform our product development and marketing plans. TJ and his team were able to access the right end-users, developed a robust research plan, executed it flawlessly, and delivered informative insights that helped my team make important product line decisions.”
“TJ and FCG were a pleasure to work with and GPS got tremendous value out of the customer satisfaction survey. We were initially hesitant as we had never conducted a customer before, but TJ was able to answer all of our questions and put our concerns at ease. TJ knows the plumbing supply business well and his knowledge of the industry made both conducting the survey and analyzing the results very smooth. We are going to implement many aspects of the survey results into our goal setting process for the next 12-18 months and look forward to measuring the progress when we conduct the survey again in 2023.”
“Farmington Consulting Group has conducted many Customer Satisfaction Surveys for DSG. TJ’s wealth of experience with surveys in the wholesale distribution industry provides great insight, real life industry comparisons and the ability to cut through the clutter to get to the heart of what the data says. His top-notch organizational skills keeps us on track and focused on achieving our completion numbers. TJ was very quickly able to gain an intimate understanding of our business and aid us in maximizing the value of the information we got back – a true business partner! The insights he has been able to provide are extremely meaningful and significant as we dig deeper into our customer relationships. Professional, insightful, organized, and a valued business partner.”
“I’ve worked with TJ and FCG multiple times over the years, and his professionalism and expertise is unmatched. The data that we glean from Farmington’s Satisfaction Surveys helps us to be a better company and most importantly, to better serve our customers. TJ’s knowledge of market research AND our industry has made him a very valuable partner – I strongly recommend TJ and Farmington Consulting Group!”
“We partnered with Farmington Consulting to better understand the voice of our customer and find areas where we could improve. After working with TJ and his team, we were presented with an extensive report of our customer feedback in several different categories. The feedback provided our management team areas of focus as we work to develop our business to better serve our customer’s needs. We received completed surveys from nearly 3,000 different customers. The Farmington Consulting team made the entire process simple and provided us with a comprehensive list of feedback that we can reference in the future. We will absolutely be using TJ and his team for surveys in the future!”
“We engaged Farmington Consulting Group for the first time this year to help facilitate a customer survey. We previously administered customer surveys in-house and had decided to try a fresh approach. Not only was the process a lot easier to administer, but FCG was able to compare our results against a huge group of peer distributors and objective data. This answered a lot of the questions we had in the past about our competitive strengths and areas we needed to address. TJ O’Connor did a great job of presenting the findings to our management teams in a constructive way that effectively communicated the positive and negative feedback from our customers, as well as deliver branch-specific action items.”
“TJ O’Connor and the Farmington Consulting Group have been fantastic in measuring our customers satisfaction and finding out which services our customers value most. We look forward to continuing to get these readings on a regular basis and having TJ help us interpret the results to drive the future direction of our company.”
“Farmington Consulting Group, along with TJ O’Connor has provided First Supply with multiple years of survey analysis. We were very impressed with the obvious years of experience that TJ and his team provided our organization through this extremely important process. We look forward to continuing our relationship with Farmington Consulting Group as they have brought to light our opportunities to service our customers through the use of this detailed survey.”
“At Coburn Supply we know in order to grow our business we need to understand what our customers wants and needs are. Farmington Consulting Group’s survey tremendously helped us understand what we are currently doing right, and what we need to pay attention to so we can create more value for our customers now and in the future.”
“Farmington Consulting Group has done a great job of administering a customer survey for us several times over the years.”