Methodolgy Research

In: Business and Management

Submitted By bwestgrad2014
Words 403
Pages 2
Campbell-Ewald believes that treating the customer with respect and putting them first is the best way to do business. Too often companies forget that their consumers need to be treated with respect and may lose business because of it. This means treating the customer with respect in person, over the phone, in email communication, and even their ethical standards. For example, some environmental extremists may not buy from a company if they refuse to meet environmental standards. Since Campbell-Ewald believe customer respect is of the highest priority, the company started a research initiative to see why relationships between customers and employees were falling short of set standards. Obviously there must have been dissatisfied customers in some way shape or form.

To do this, the agency sent out over 5,000 surveys to customers involved in insurance, automotive and retail sectors of business. Basically, each customer was asked if respect influences customer loyalty and purchasing. Surveys were developed for the three sectors and each included about 28 statements that the customer could respond too. Each statement used a 5-point scale. This showed how strongly the customer agreed or disagreed to the statement based on their personal satisfaction with their previous interaction with the company.

Some of the questions that the agency would have asked itself would be as follows. These are examples that I can think they would have asked themselves. What are we doing well? What can we do better? What have customers complained about in each sector (insurance, automotive and retail)? Do we give timely feedback/response? Do we respect the customer? Do we only respect the customer because our goal is to make money? Are we presentable/respectable? Many of these questions could be asked to the customers that have had interaction with the company. I believe the company…...

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