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Business Performance & Customer Opinion

 

 

Handbooks

 

Questions & Answers - Business Performance & Customer Opinion Handbooks

What is the Purpose of these books? The main purpose of these Handbooks is to provide readers with an insight of the firm's business performance, efficiency and customer handling. The analysis of many aspects of the firm's business activities will indicate relative current success, as well as suggesting future prospects.

What is the Audience? The main audiences for these Handbooks are primarily Competitors; potential or existing Clients and/or major users; other Firms seeking mergers or acquisitions; Firms entering a new geographic market; Firms wishing to extend their existing products and services; Companies or other clients moving into the target firm's area.

Should one buy this Handbook on one's own firm?   The short answer is, probably not.

These books would only be useful if one of the following were true:-

i.

If the firm were seriously interested in business planning and marketing.

ii.

If the firm were suffering from competitors and/or a declining market.

iii.

If the firm were thinking of moving into a new geographic market.

iv.

If the firm were thinking of moving into a new product or service area.

 

What about firms which provide a good service quality? In past decades many European companies provided a high quality products, yet many have lost market share because the products of their Far East competitors are equally well engineered. However well engineered are Mercedes and BMW products, they are often let down by their distribution channels and their after-sales service commitment.

In recent years the European Service Industries, Real Estate, Banking, Accountancy, Law, and many other professional and trade sectors, have tended to disappoint their customers.

In Europe the quality of products and services offered were at one time taken for granted and high quality of service was the norm. Now not so.

The question is, will firms survive? They will not under any circumstances survive if they do not provide a quality product - and they will only survive if they are good business managers, i.e. they plan; they control their products and know their markets; they satisfy their customers; they replenish their customer bases; they innovate; they use adequate systems and procedures; they command their cash-flow and budgets. It is not enough to be simply an excellent Real Estate Agent or Lawyer - one firstly has to be a good business manager.

Are these books designed to help European firms? These books were designed to allow firms (who provide a superior service) to enter and take-over the local and national markets and as such will only be of use to those firms which can interpret, understand and implement the data contained therein.

Who are the Publishers? These are a series of books researched and published by a large number of Professional Bodies, Associations and Companies in Europe which have pooled and shared databases and information. The books were originally for the use of Professional and Trades firms in Europe and SOME of the titles are now available to selected buyers in the European Union.

What are the sources? The publishers do not supply a methodology dissertation or identify their sources. One can speculate on the sources as being: Surveys of customers, suppliers and staff. Data from banks, credit and financial companies, reference agencies, public & court records, published books & newspapers, governmental data, et cetera. In general it can be said that in this type of data collection operation, everything which can be collected is, and is collated and cross-referenced. The data has been collected for a period of 20 years.

 

BUSINESS PERFORMANCE & CUSTOMER OPINION HANDBOOKS

These Handbooks provide five areas of information on the firm in question:-

  • Comparative data on the firm's main competitors in their area/s of operation.

  • Comparative data on the branch or office's performance with that of other branches or offices in the firm - and/or Comparative regional data for the products and services (where the company only has one office or branch).

  • Business performance data on the firm's most important operational activities.

  • Client opinion data on the firm's most important products and services.

  • The Firm's staff perceptions of their company.

It must be remembered that each book is specific to a particular firm and a particular branch. Each book has the same minimum contents and in some cases there will be a greater contents and more pages.

 

Business Performance & Customer Opinion

 

 

Handbooks

This Handbook gives specific survey and other information on the named Company and Establishment and includes data on the particular Establishment's Customers (Private / Commercial / Institutional), Products & Services, Competitors and Competitive Situation, Comparison with other company establishments and the Establishment's Operational and Commercial Performance. The data is given in tabular and numeric form and comprises of some 320 pages.

1. Comparative data on the Establishment's main competitors in the area. (a / b / c / d / e)

This section analyses the named Establishment's performance with that of up to 15 main NAMED competitors.

 

2. Comparison of the Establishment's Performance in comparison to other company establishments. Comparative Regional data for Products & Services. (a / b / c / d)

This section analyses the named Establishment with up to 15 other company establishments and/or with comparative regional data.

 

3. Commercial Performance data on the Establishment's 15 most important operational activities. (a / b / c / d)

The operational activities covered for each profession or trade can be seen on the business listings.

 

4. Customer Opinion data on the Establishment's most important products and services. (a / b / c / d)

The products & services covered for each profession or trade can be seen on the business listings.

 

5. Establishment Staff Perceptions of the company. (e)

 

The above data is given as a matrix with EACH of the items (a) - (e) listed below.

a) PRIVATE CUSTOMERS: Satisfaction with Establishment service quality; Satisfaction with service availability; Satisfaction with existing Establishment services; Satisfaction with existing Establishment; Satisfaction with Establishment's customer handling; Satisfaction with customer contact; Satisfaction with existing methods of service supply or distribution of products; Satisfaction with Establishment's terms of trading; Satisfaction with Establishment's documentation; Reaction to Establishment p.o.s. and merchandising; Reaction to Establishment advertising and promotion.

b) COMMERCIAL CUSTOMERS: Satisfaction with service quality; Satisfaction with service availability; Satisfaction with existing services; Satisfaction with existing Establishment; Satisfaction with customer handling; Satisfaction with customer contact; Satisfaction with existing methods of service supply or distribution of products; Satisfaction with terms of trading; Satisfaction with documentation & print; Reaction to sales promotion activity.

c) COMMERCIAL DECISION MAKERS: Person/s deciding if Establishment is used. Person/s initiating decision to increase levels of business. Person/s initiating decision to introduce new products or services. Person/s deciding what products / services are to be used. Person/s evaluating business needs. Person/s evaluating companies & services available. Person/s surveying or vetting companies. Person/s approving / authorising transactions. Person/s negotiating terms with companies. Person/s evaluating Establishment's services costs. Person/s evaluating Establishments / services / products available. Person/s preparing specifications for services used. Person/s deciding if services are appropriate. Person/s setting or altering levels of business. Person/s making decisions to use particular Establishment/s. Person/s monitoring results of services purchased.

d) PRIVATE + COMMERCIAL CUSTOMER OPINIONS: Customer Confidence: Managers + Establishment + Specialist Staff/ Documentation/ Advertising. Reputation: Company + Establishment Level/ Managers + Establishment + Specialist Staff. Staff Efficiency: Company + Establishment Level/ Managers + Establishment + Specialist Staff/ Documentation/ Problem Solving. Staff Performance: Company + Establishment Level/ Managers + Establishment + Specialist Staff/ Documentation/ Customer Handling. Staff Integrity: Company + Establishment Level/ Managers + Establishment + Specialist Staff. Truth & Honesty: Company + Establishment Level/ Managers + Establishment + Specialist Staff/ Advertising & Promotions. Written Communications: Company + Establishment Level/ Managers + Establishment + Specialist Staff/ Contractual. Verbal Contact: Managers + Establishment + Specialist Staff. Customer Handling: Company + Establishment Level/ Managers + Establishment + Specialist Staff. Customer Complaint Handling: Company + Establishment Level/ Managers + Establishment + Specialist Staff. Customer Problem Solving: Managers + Establishment + Specialist Staff. Staff Comprehension of Product: Establishment + Specialist Staff. Customer Awareness: Company + Establishment Level. Staff Awareness: Establishment + Specialist Staff. Customer Product Confidence: Company + Establishment Level. Customer Service: Company + Establishment Level/ Managers + Establishment + Specialist Staff/ Documentation. Initial Customer Response: Company + Establishment Level/ Establishment + Specialist Staff. Information for Customers: Company + Establishment Level/ Managers + Establishment + Specialist Staff. Promotional Activity: Company + Establishment Level. Advertising Posture: Company + Establishment Level. Documentation: Company + Establishment Level. Customer Confidence: Establishment + Company Level. Credibility: Advertising/ Documentation/ Specialist + Establishment Staff + Managers/ Establishment + Company Level.

e) ESTABLISHMENT STAFF SURVEYS: Reactions to Establishment's advertising and sales promotion. Satisfaction with existing POS materials + products. Satisfaction with existing back-up + supplies. Satisfaction with existing methods of POS + supplies delivery & distribution. Satisfaction with supplies' stock levels. Satisfaction with availability of supplies. Satisfaction with quality & specifications of supplies. Satisfaction with supplies deliveries / frequency & up-take. Satisfaction with supplies ordering procedures. Satisfaction with suppliers' assistance received. Satisfaction with suppliers' technical documentation / instructions. Satisfaction with Local + Regional Managers.

220-330 pp. Price: 595  Delivery: 21-28 days

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