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Industry
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Description of Services Provided
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Health Care/Employee
Assistance Program
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Customer Survey Support: Provided survey design, coding, data entry,
analysis and reporting support for on-going client satisfaction with
Employee Assistance Program (1995 to present).
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Chemical Marketing
& Distribution
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Customer Satisfaction Survey: Designed survey methods and questionnaire
for annual customer satisfaction mail survey. Provided coordination of mailing
support, data entry, analysis and reporting (1997 to present).
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Municipal Development
Agency
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Customer Focus Workshops: Facilitated work sessions for regional
development commission. Used barrier surveys to identify obstacles
preventing satisfaction with service delivery processes.
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Energy Utilities
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New Services Customer Satisfaction Project: Designed & coordinated major
service improvement project. Identified barriers to satisfaction, designed
qualitative survey, directed interviewing, data entry, analysis and reporting.
(Implemented in 1995 and updated in 1997).
Tree Trimming Customer Satisfaction Project: Identified barriers
to satisfaction; conducted qualitative interviews
with two customer segments; and, conducted quantitative customer satisfaction
survey for forestry department of large electric utility.
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High Technology/
Silicon Wafer Manufacturing
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Customer Feedback Design & Analysis: Designed face-to-face survey
process with core customers. Provided technical support in interviewing
and data entry. Conducted analysis and created reports presenting findings
at three levels.
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Non-Profit
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Customer Feedback Project: Redesigned existing customer feedback
survey, as well as analysis and reporting process. Provided training and
support for survey software to analyze data and generate reports.
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Catalog Sales
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Customer Survey Analysis & Reporting: Mail order automotive
parts/accessories company requested support for customer satisfaction
survey, including; data entry, coding, analysis and reporting.
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Training & Development
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Marketing & Sales Effectiveness Assessment: Evaluated client
satisfaction and prospect perceptions regarding providers of training and
development services. Provided survey design, executive interviewing, analysis
and reports.
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