What You Said... Results from the Customer Questionnaire     Jan 2000 - We are very pleased to announce that the latest Four Seasons Controlled Climates Customer Questionnaire was a success. The response rate was high and the feedback was enlightening. We would like to thank all who took the time from their busy schedules to fill out and return the questionnaire. If you didn't do so yet, you can still send it in. Your feedback is important to us and, it's never too late to tell us how we can serve you better.   Following is a summary of the Customer Questionnaire results. The results are divided into the various sections as they appeared on the Customer Questionnaire.   Service • 57% were 'very satisfied' with our last visit. • 43% were 'satisfied' with our last visit, with the exception of one customer whose equipment was down at the time • 56% said our response time was 'excellent' • 44% said our response time was 'satisfactory' • Reasons for choosing Four Seasons Controlled Climates as your mechanical services company: 1st: quality of workmanship, 2nd: reliability/response time, 3rd: knowledge/expertise, 4th: price, 5th: range of services.   Some remarks on service: "Keep up the good work." "Quotes are high compared to others." "The service technician should make it a point to have his service report signed and left in the plant before leaving." "CSP was impressive." "Preventative measures could be better." "You provide an excellent service[that is] often taken for granted. Thank you." "I was extremely impressed with the presentation package and the representative. We had follow-up, but it was not done in an harassing fashion." While we were pleased with the overall response, obviously we are not perfect. Our goal is to make 100% of our customers 100% satisfied, 100% of the time. An impossible goal? Maybe. But it doesn't hurt to try.   PilotLight The feedback for PilotLight was by-and-large very positive. We are pleased to know that PilotLight is something our customers appreciate and can benefit from. • 71% of respondents read all or some of each issue • 29% said they don't have time to read it • 87% want to receive future issues • Most popular features: All features received comparable levels of feedback, however "How it works" is (by a very slight margin) the most popular. • Best way to improve PilotLight: More frequent issues. We will be looking into how we can accomplish this goal in a cost-effect, reliable manner. We'll keep you posted. • Most popular article topics: air quality, management issues, maintenance issues, work-place safety, automation, outsourcing. Look for articles on these topics in up-coming issues.   The Web and Online Services • 47% use the web for work-related purposes. • Most requested online services: listings of industrial products and services, tech support, and equipment reference sheets. Plans are in the works to develop online services which we will add to our existing web site (www.fscc-online.com) We will keep you posted on the progress and launch dates.   Trade Shows • 24% attended at least one trade show in '99 • Most popular show: Canadian Machine Tool Show   Magazines • Most popular magazine: Plant Engineering and Maintenance. Second: Canadian Industrial Equipment News As mentioned in the previous issue of PilotLight, we plan to publish articles in trade magazines. This information helped us determine which trade magazines to publish in, in order to reach our customers and prospective customers.     back to PilotLight online