Full Version: Postcard Template
From: Engravin' Dave (DATAKES) [#4]
28 Jul 2006
To: Mike (SPACE_ENGRAVERS) [#1] 28 Jul 2006
Mike,
In all my years of working in different industries, I have found the most useful survey to be an importance-performance survey.
The survey asks customers to use a five-point scale to rate the importance of various functions (e.g., that urgent orders are handled in one day, that information is recorded and engraved accurately, that online information is easy to access), and their satisfaction of how well those needs are being satisfied.
The results of this type of survey show the gaps between expectations and performance. This data can be charted very easily. This information allows you and your staff to more quickly gauge your customers' satisfaction levels, and help determine how best to prioritize improvements to your internal business practices.
EDITED: 28 Jul 2006 by DATAKES
From: bluepaw [#5]
28 Jul 2006
To: Engravin' Dave (DATAKES) [#4] 28 Jul 2006
Hmmm! Wonder how many customers wouldl rate that less than a 5? ;-)
From: Engravin' Dave (DATAKES) [#6]
28 Jul 2006
To: bluepaw [#5] 28 Jul 2006
From: bluepaw [#7]
28 Jul 2006
To: Engravin' Dave (DATAKES) [#6] 28 Jul 2006
I understand, just thought I would pull at your leg some.
Bill
From: Cody (BOBTNAILER) [#8]
28 Jul 2006
To: bluepaw [#5] 28 Jul 2006
We all have stories like this, but here's my most recent...
Last summer, the local youth soccer chairperson came to my shop looking for trophies and medals. I priced them up for her, thinking that I was giving them a pretty good deal.
She called me a couple of weeks later, and told me that she had found a better price on the Internet, and that she'd be buying them online.
Okay. No problem.
I was visiting with another customer yesterday, who is the NEW chairperson for the soccer association. She informed me that the "cheap" trophies they bought had the name of our town misspelled on every trophy...there were about 500 of them. Ouch! I didn't ask, but I feel like that's probably part of the reason she's the EX-chairperson now.
Based on the size of that order, I'd have to rate "accuracy" with a big fat ZILCH. Especially when it comes to spelling, it's either RIGHT or WRONG. There's no partial credit for having only one letter missing.
From: Stunt Engraver (DGL) [#9]
28 Jul 2006
To: Cody (BOBTNAILER) [#8] 28 Jul 2006
Cody,
I'd be shocked, if I hadn't heard the same story, time and time again, through people who have gotten a "bargain" over the internet. >.<
From: Mike (SPACE_ENGRAVERS) [#10]
28 Jul 2006
To: ALL
If anyone has suggestions, please let me know. The other side is just plain white with our address and 4 lines for a return address.
EDITED: 29 Jul 2006 by DGL
From: Stunt Engraver (DGL) [#11]
29 Jul 2006
To: Mike (SPACE_ENGRAVERS) [#10] 29 Jul 2006
My initial thought is, the "Very Unsatisfied" category should appear as the last option, reading left-to-right.
Having it as the first option promotes the "thought" that you don't have a very positive opinion of your own business.
I'm sure that's not the case. That's just how it came across to me, at first glance.
From: Mike (SPACE_ENGRAVERS) [#12]
29 Jul 2006
To: Stunt Engraver (DGL) [#11] 29 Jul 2006
David,
Good thought...I borrowed from several designs I found on line and they were all listed like that...I'll look at redesigning it.
Mike
From: Stunt Engraver (DGL) [#13]
29 Jul 2006
To: Mike (SPACE_ENGRAVERS) [#12] 29 Jul 2006
Mike,
I could be completely wrong. I've never sent out such a survey.
It just seemed, (to my untrained eye), that the most negative comment a person could make, shouldn't be the first choice, in a multiple-choice survey.
EDITED: 29 Jul 2006 by DGL
From: UncleSteve [#14]
29 Jul 2006
To: Mike (SPACE_ENGRAVERS) [#12] 29 Jul 2006
From: Mike (SPACE_ENGRAVERS) [#15]
29 Jul 2006
To: ALL
I resized it to make it more "postcard" size and changed the rating per your suggestions. Let me know what you think.
Mike
EDITED: 29 Jul 2006 by SPACE_ENGRAVERS
From: varn (VARNCO) [#16]
3 Aug 2006
To: Mike (SPACE_ENGRAVERS) [#1] 3 Aug 2006
You may want to make sure that the customer knows what you are asking.
Also, you may want to consider a "grade" instead of satisfied, etc. instead of a numerical scale. Everyone knows grades
A = Excellent
B = Above Average
C = Average
D = Below Average
F = Failed
From: Mike (SPACE_ENGRAVERS) [#17]
3 Aug 2006
To: varn (VARNCO) [#16] Unread
Varn,
Thanks for the suggestions...I'm sure will will tweek them over time to make them more usable for both us and our customers.
Mike
From: PenTrophy (PENINSULATROPHY) [#18]
3 Aug 2006
To: Mike (SPACE_ENGRAVERS) [#15] 3 Aug 2006
Hard to tell from you photo but
postcards must be
3-1/2 inches high, 5 inches long, and either 0.007 inch thick if not more than 4-1/4 inches high and 6 inches long; or 0.009 inch thick if more than 4-1/4 inches high or 6 inches long, or both
will you be putting a return stamp on the cards???
or do you expect your satisfied customer to do that??
From: Mike (SPACE_ENGRAVERS) [#19]
3 Aug 2006
To: PenTrophy (PENINSULATROPHY) [#18] 4 Aug 2006
Mark,
I wasn't aware that postcard "had" to be a standard size. Is this a requirement by the USPS or what? Mine right now are 4x5.3 (so not the standard size). I could tweak them but is there a requirement to or just a preference? As for the thickness...I'm using standard cardstock...not sure how thick that is...
I'm still trying to figure out the postage...as some have mentioned, I don't want to pay for it and not get it returned. I do have on the card that if they return it, they get 10% off of their next purchase...so I'm thinking they can afford a 23 cent (or however much they are these days) stamp.
Mike
From: UncleSteve [#20]
3 Aug 2006
To: Mike (SPACE_ENGRAVERS) [#19] 3 Aug 2006
EDITED: 3 Aug 2006 by UNCLESTEVE
From: Mike (SPACE_ENGRAVERS) [#21]
3 Aug 2006
To: UncleSteve [#20] 4 Aug 2006
UncleSteve,
Thanks! That cleared it up. I think mine are fine the way they are. They fall between the size limits they give so would qualify for postcard rate postage...That makes me feel a little better.
Mike
From: Johnny Orange (LIFETIME) [#22]
5 Aug 2006
To: Mike (SPACE_ENGRAVERS) [#15] 6 Aug 2006
Hey Mike - If you are looking for a positive aspect to your survey.
I would be putting the numbers 5 - 1 rather than 1-5 along with the words reversed as well . Reverse the thoughts and have people thinking in a positive manner.
Just my 10 bob's worth ;-) ;-) ;-)
From: UncleSteve [#23]
5 Aug 2006
To: Johnny Orange (LIFETIME) [#22] 6 Aug 2006
Depends if you are looking for a skewed response or what they really think.
The key is the ability to correct/improve those catagories that are more in the negative range.
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