About
the Customer Satisfaction Survey
• Customers rate their suppliers each year
– Find out how they rate your company
• Only publicly available opportunity for customers to provide feedback
about their suppliers
• The direct ratings and frank comments result in valuable insight into
customers’ successes and issues
• Clients receive early access to survey results
• Results are announced publicly towards the end of May
VLSI
research
… intelligence to make better decisions faster
Copyright © 2015 VLSI Research Inc. All rights reserved. Distribution rights contained in T&Cs.Why
the Survey is Important for your Company
• Customer satisfaction is critical to any supplier’s success
– Yet it is extremely difficult to achieve and maintain high customer satisfaction
– If management does not continuously maintain and monitor high customer
satisfaction, it creates opportunities for competitors. Worse, unsatisfied customers
just turn away
– Due to the concentration of major chip makers, the loss of a single account due to
poor customer satisfaction can be catastrophic
– Suppliers with consistently high customer satisfaction often dominate their markets
• They are often more profitable
• They tend to gain market share and/or maintain it
• Suppliers need an accurate baseline
– The factors determining which suppliers will be successful are no longer determined
solely by technical prowess and market timing
Use
Survey Results to
• Obtain direct and independent feedback from customers through an
independent third party
• Measure your company against its competition
– Find out what your customers think and say without your knowledge
– Learn what customers are thinking and saying about your competitors’ products
and performance
• Provide an opportunity for public recognition of your company’s performance
• Analyze survey results
– Information from end-users provides the basis for planning customer support and
customer service programs, and can help pave the way to increased market share
– Useful for
• identifying market opportunities
• developing strategic marketing plans
VLSI
research
… intelligence to make better decisions faster
Copyright © 2015 VLSI Research Inc. All rights reserved. Distribution rights contained in T&Cs.About
the Internet Questionnaire
• The 2-page survey questionnaire is available in 5 languages: English, Japanese,
Korean, Chinese (Simplified) and Chinese (Traditional):
53401v15_06 4
Respondents rate suppliers on a ten-point scale among fifteen categories:
Supplier Performance
Will customer recommend supplier to a
colleague?
Technical leadership
Supplier’s overall commitment
Trust in Supplier
Partnering
Customer Service
Process support
Field engineering support
Spares/replacement support
Support after sales
Product Performance
Overall product performance
Usable performance
Quality of product/results
Overall Value
Uptime†
Software†
Respondents comment on the primary reasons for their ratings and what the supplier should change or do more of to
improve next year’s ratings
Respondents provide additional information such as:
Will respondent buy from supplier again?
Is respondent directly involved with the
product?
Number of years product has
been in use
Is OEM Support used for the product?
Respondent demographic information available in the on-line report is:
Country
Job function
Degree of purchase influence
Key
Features of the Survey
CORE PREMIUM
Calendar, Rules, Maillist format & guidelines, Survey introduction for your customers
Submit your company's maillist for the survey
Mid-survey rankings to gauge the effectiveness of your efforts
On-line, On-Demand Reports:
Total # of responses: accepted, rejected, and pending for your company
Responses by area of the world:
- total # of responses accepted, rejected, and pending for your company
- total # of responses accepted, rejected, and pending by responding supplier
- total # of responses accepted, rejected, and pending for each rated supplier
Response listing by product type and model name
Input email addresses and confirm survey completion (reduces follow-up)
# of Users with access to the website 2 5 10 BEST, THE BEST, and RANKED 1st Summaries Survey Data by Supplier and Product Type
Overall Rankings and Ratings
Summary of Overall Ratings by Region
Five Year Rating History
Customer Loyalty Analysis--Buy Again Ratings
Original Language Comments: Respondent's Primary Reason for Ratings
Raw Data for Each Questionnaire--includes detailed information such as:
Name and model # of product being rated
Translated comments: Respondent's primary reason for ratings
Translated comments: What supplier should do to improve next year's ratings
# of years in use at facility, whether OEM support is used, whether rater is directly involved
Respondent Demographics: Country, job function & degree of influence
SURVEY VERSION
Survey Preparation
Survey Management Support
