Springfield Electric Calls On FCG to Conduct its 4th Annual Customer Satisfaction Survey

Springfield Electric, a 13-branch location electrical distributor in Illinois and Iowa, is having FCG conduct its Customer Satisfaction Survey for the 4th time.

Springfield Electric is ranked #60 in Electrical Wholesaling’s 2010 ranking of the top electrical distributors in the country.

Springfield Electric President, Mike Marker says –
“We all know that customer feedback is essential to the process of continuing to fine tune and improve service to our customers. From first-hand experience, Springfield Electric has learned that the challenge is how to get that feedback from a broad base of customers, and then how to analyze it correctly and use it to make good business decisions. For help with this challenge, we engaged Farmington Consulting Group. Using Tom O’Connor & FCG’s very concise customer satisfaction survey process, we got the information we needed, but that was just the beginning. Drawing on Tom’s base of industry experience and with his skilled facilitation, we were able to quickly and effectively turn survey results into actions. Tom brought us great value as he: 1. Analyzed the survey results and identified the specific areas of our performance that our customers want to see improved; 2. Interpreted the results to our management team and made specific recommendations; 3. Facilitated a cross functional Springfield Electric team to develop an action plan to improve targeted areas of performance; 4. Guided the implementation of a customer service guarantee platform. These actions have effectively raised the bar on our own performance and on our competition as well. But the real reward is that our customers tell us they see and appreciate the changes. “