Survey Systems Blog

Retailers - Use OMR to find out what your customers think!

Posted by Gary Wilson on Feb 15, 2013 3:10:00 PM

DOES YOUR CUSTOMER SATISFACTION SURVEY PROGRAM HAVE THE FOLLOWING CHARACTERTICS AND REQUIREMENTS?

  •  DIVERSE GROUP OF CUSTOMERS

  •  CONTINUOUS PROGRAM TO MEASURE CHANGES OVER TIME

  •  HIGH RESPONSE RATES

  •  MINIMAL PROJECT COSTS

OMR (optical mark read) technology has been in use for many years and is most frequency used in K-12 education. Today, this "old" technology is also used outside of education to collect data using scannable paper-based media. In many situations, collecting data using OMR customized forms (forms designed for a specific application) is the best alternative with much better results; getting enough relevant information for data analyst and implementation of appropriate results based activities.

RETAIL CONSORTIUM

An East Coast consortium represents the largest group of retailers in a specific industry. The consortium collectively leverages the strength of the group and provides its retailer members with enormous buying and marketing power. It has also developed proven systems that create powerful new brand identities where there were none, along with tactical suggestions for product marketing and customer support. These items are shared with their members; members who are constantly seeking new methods to improve profitability and grow their independent businesses.

One service offer by the consortium is to help members measure customer satisfaction with products, sales, installation and support using postage pre-paid, self-mailer, OMR customized survey documents.


Customer Satisfaction Survey

Pre-coded surveys are allocated to members who pass them on to customers at the completion of the product sale and/or product installation. Customers mail the postage pre-paid surveys back to a third party company for processing. The surveys are scanned and data files sent weekly to the consortium for analysis. The consortium prepares customer satisfaction reports for each member. Included as part of the report is a comparison on how their customers evaluated their performance when compared to other members’ customers.

OMR technology has been around for many years and in certain applications as highlighted above, it is still one of the best and most reliable ways to collect information and turn it into actionable data. OMR technology lends itself extremely well to those situations where there is a need to collect customer satisfaction data with the smallest possible footprint in order to keep production, processing and distribution costs to a minimum.


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Topics: OMR, Customer Satisfaction