Every year Behrman House sends out a Customer Satisfaction Survey. It’s really important to us to know what we are doing well, and what we can do better to serve you.
Our survey is designed to elicit important measurements based on our response time, how helpful we are, if we can answer your questions, how our online ordering system is working and whether you received your books in good shape and in a timely manner. We send out our survey on paper and in an email format with a link to our online survey; what’s become interesting is the manner in which our customers choose to participate. This year, to our surprise, exactly three times more PAPER surveys than online surveys were returned!
We learn a lot from our survey results, and I’d like to share some of what we learned this year.
We asked, “Are your phone calls answered quickly?” and you rated us 3.8 out of 4 points. Some of you wrote comments like, “Very friendly staff!” and “Always helpful and courteous.” We love getting these remarks; we work hard to make it easy for you to place an order, receive valuable curriculum advice and get what you need, when you need it!
One of the questions we asked was “How easy is it to reach the right person?” The majority of you answered in a very positive manner, 3.6 out of 4 points. Still, this was our lowest mark. We hear you! Our Customer Support staff will work harder to make sure that you can easily reach our bookkeeping, shipping, and curriculum departments, and we will continue in-house training to answer all your questions about your account and your orders, as well as about curriculum and book choices.
The survey also included a question as to whether you order online from us. I’m pleased to say that the number of online orders was up by about 10% over last year. We’re working hard to make our web ordering system easy to use and understand. This year we added icons to our most popular titles, to help navigate you through sample pages, podcasts, testimonials and teaching tips.
Our season is over, and we are now working on developing new books for 2008 and beyond. We value your opinion, and we want you to know that you do not need a survey to tell us how we’re doing—just give me, Shawn Campbell, Director of Operations, a call at (973)379-7200, ext 226 or send me an email: shawn@behrmanhouse.com. Your opinion is important to me and to all of us at Behrman House.
