CustomerNeedsAssessment7.Firmwide&ThirdPartyResourcesThecustomersurveymarketisfloodedwithalargenumberofcompaniesprovidinglowcostcustomersurveyservices.Typically,thesecompaniesleveragelowcost,highvolumeprocessingfacilitiesandofferclientsoff-the-shelfsurveydesigns.Ratherthantryingtocompetewiththeselow-costproviders,ArthurAndersenseekstoaddvaluethroughitsin-depthbusinessexpertise-frequentlyoutsourcinglowvaluedatacollectionandprocessingactivitiestocentralserviceorganizationsorthird-parties.Inthisway,ArthurAndersenisabletoconcentrateonthehighvaluecomponentsofsurveydesignandinterpretation,whilestillgaininginsightintocriticalclientissuestoenhancetheoverallbusinessrelationship.Inassemblingtheresourcestoexecuteacustomerneedsassessment,thelocalofficemaychoosetodrawuponArthurAndersen’sFirmwideexpertiseorthirdpartyresources.Thissectionprovidesanoverviewoftheresourcesthathaveproveneffectiveinpastengagements.7.1FirmwideExpertise·EvaluationServices,St.Charles:ResponsibleforadministeringArthurAndersen’sownclientsatisfactionmeasurementprograms,thisgroupemploysstatisticiansandpsychologistswithdeepexperienceindesignandadministrationofresearchsurveys.Thisgroupisavailabletoassistthelocalofficeinallaspectsofcustomerresearchrangingfromproposaldevelopmentthroughdataanalysis.SpecialconsiderationshouldbemadetoincludeaspecialistfromEvaluationServicesontheprojectadvisorycommittee.Forfurtherinformation,contactDarrylJinkersoninSt.Charlesat(708)444-4417.·EnterNetMarketPositionAnalysis:ArthurAndersen’sEnterpriseGroupdevelopedthissoftwareandservicepackagetoassistlocalteamsinthedevelopmentandadministrationofcustomersurveys.Thesoftwarepackageoffersrapiddevelopmentofcustomizedsurveyswhichmaybeanalyzedatlowcost.ForfurtherinformationcontactPaulBridgeinSacramentoat(916)557-2012.·Phoenix/CincinnatiTechnologyCenters:ArthurAndersen’stwotechnologycentersofferlowcostalternativestocollectionandentryofsurveydata.Theyofferdocumentmanagement,databasesupport,andtechnologydevelopmentfortheFirm’sclientsaroundtheworld.FormoreinformationcontactJohnFordinPhoenixat(602)598-0183.7.2ThirdPartyResources·InfoPlanInternational,Inc.:ArthurAndersenhasenteredintoanarrangementwithInfoPlanasawayofprovidinghighvalueyetlowcostcustomersurveyservices.TheInfoPlanresearchpackagehasseveraldistinguishingcharacteristicsincludingacustomizedquestionnairedevelopmentandanalysis.Resultsarepresentedinauserfriendlyformatthatisprofessionalandeasytounderstandbynonresearchorientedpeople.FormoreinformationonInfoPlanservices,contactChristopherBeardinChicagoat(312)507-7129.·Mktg.,Inc.:Thisexternalfirmoffersservicesinperformingcustomerinterviewsandcomputerassisteddatacollection,andmaybeconsideredbythelocalofficeforoutsourcingtheseaspectsofasurveyengagement.Foradviseonpriorrelationshipswiththiscompany,contactDarrylJinkersoninSt.Charlesat(708)444-4417.Mktg.,Inc.islocatedat200CarletonAvenue,EastIslip,NY11730.Theirtelephonenumberis(516)277-7000.©1995ArthurAndersen&Co.S.C.,Allrightsreserved.7-1CustomerNeedsAssessment·PinPointTM:Thisfirmoffersaninnovativeapproachtodatacollectionviaacompletelyautomated,toll-freetelephonenumber.Respondentsareinvitedtocallthroughpersonalinvitation,mailorcardpackedwithaproduct.Interviewsareperformedviaadigitallyrecordedvoiceandresponsesaregivenviatouchtoneorno-touchtonetelephone..Foradviseonpriorrelationshipswiththiscomp...
