Customer Satisfaction Survey

An Easy Way to Measure Customer Satisfaction
Customer satisfaction is the #1 predictor of customer loyalty. A loyal customer base means more repeat business, mor referrals and a more profitable dealership.

Solomon Coyle has developed an economical online survey service that makes it easy to measure, manage and build customer satisfaction and loyalty. We combined the power of web-based data collection, analysis and reporting tools into an easy-to-implement, turnkey customer satisfaction measurement solution just for office furniture dealers.

With this survey solution you can leave the work to us. We design the survey, tabulate the results, and provide the reporting and analysis. It's as easy to use as sending an email. And, the annual subscription includes an unlimited number of surveys so you can track all your projects.

Customer Satisfaction Survey : Sample Surveys

Surveys Customized for Your Dealership
Our easy-to-use online survey is customized with your company's logo and contact information. A pre-formatted email is sent from your dealership inviting the customer to complete the brief online survey. The email includes a link to the survey. It couldn't be simpler!

Customers are often more comfortable sharing information concering their experience at your dealership via email. Plus, they can respond at their convenience.

Survey results are emailed directly to the dealership and stored in a database for trending. Any problem reports are flagged as a priority and can trigger management alerts, giving you the ability to respond quickly.

Customer Satisfaction Survey : Sample Reports

Reports and Data That Are Easy to Understand
By asking the right questions, the Solomon Coyle survey produces the key information dealers need to know.

The summary report includes scores for customer satisfaction, likelihood to purchase again and likelihood to recommend, so you can better understand your current strengths and weaknesses and then make informed decisions to improve your internal policies, procedures or staffing.

Research has shown that it costs five times more to attract a new customer than it does to retain a current one. Our easy-to-understand, actionable reports and alerts will help you identify and fix problems before customers decide to take their business elsewhere.

You can also use the survey results as a competitive advantage to expand your customer base. Positive customer satisfaction trends can provide powerful evidence of your service performance.

Dealer Self-Assessment Worksheet

Take the First Step to Understand Your Capabilities
Our Dealer Self-Assessment Worksheet is a field-proven business intelligence tool designed to guide dealers through a comprehensive, systematic review of their organizations' activities and results.

Based on our extensive industry-wide experience, this powerful online diagnostic tool helps you assess operational strengths and weaknesses, diagnose problems, highlight areas of opportunity for improvement, and stimulate discussion on how to drive competitiveness. You can use it for periodic organizational checkups, as a strategic planning tool or as a means to align the focus and priorities of your dealership.

The worksheet is not a test with right or wrong answers but rather an internal audit tool and planning document. The process of completing it will help you dig deep to better leverage your dealership's strengths and identify areas for improvement.

Dealer Self-Assessment Worksheet : Self-Assessment Process

Rate Your Effectiveness in 10 Core Areas
The Solomon Coyle Dealer Self-Assessment Worksheet evaluates your dealership's performance in relation to 130 industry best-practice statements and provides a method for rating effectiveness in each of 10 core business areas:
 Order Implementation
 Sales and Marketing
 Design
 Project Management
 Customer Service
 Warehouse, Delivery and Installation
 Automation
 Human Resources
 Finance
 General Management

Because improving a dealership's effectiveness is a collaborative process, we recommend engaging the key members of your team in the organizational self-discovery process. Involving key stakeholders not only provides you with additional meaningful input but also lays the foundation for moving forward as a team.

Dealer Self-Assessment Worksheet : Self-Assessment Results

We Guide You Through the Process
Shortly after you complete and return the Dealer Self-Assessment Worksheet, the Solomon Coyle team will analyze your findings and prepare a customized gap analysis report that:
 Confirms strengths to determine the current value proposition
 Identifies learning opportunities to improve the organization's skill set
 Isolates problem areas that otherwise might be overlooked
 Informs resource and planning decisions
 Provides a baseline for measuring future progress

The Solomon Coyle team is ready to provide guidance to make your self-assessment process a success. We wil schedule a conference call to lead your management team through a review of our gap analysis report and make recommendations to help you convert knowledge into effective action.

HR Support Center : Overview

Like Having a Fortune 500 HR Team at Your Fingertips
With the world of employment laws, regulations and practices constantly changing, you need timely, expert HR support to protect and grow your business.

However, since many dealers do not have dedicated HR resources, we partnered with the experts at HRAnswerLink to offer the Solomon Coyle HR Support Center, a one-
stop online resource for HR-related workplace information. Available 24/7 through a password-protected website, the

Center provides reliable, current, comprehensive support that enables you to take action when it's needed.

Your subscription includes a year's worth of access to information including federal and state employment laws, frequently asked questions, news, alerts and feature articles plus a glossary of terms, HR forms, and other resources. The subscription also includes HR On-Demand, a high-value service featuring phone and email support from HR professionals.

HR Support Center : More on Your HR Resources

A Year's Worth of Access for One Low Fee
The HR Support Center offers several key advantages:
 Available 24/7—whenever the need arises.
 Advice and tools you can use now—best practices, tips and information that you can implement right away.
 Access to HR experts—use the HR On-Demand feature of your subscription to connect with HR pro's with years of experience providing the content and insights you need to succeed.
 Always up to date—our partner, HRAnswerLink, makes sure the website content is constantly refreshed to reflect the ever-changing HR world

Live Help When You Need It
Your Solomon Coyle HR Support Center subscription includes HR On-Demand, with services including:
 Ask the HR Pro. Submit questions in confidence to HR professionals and receive a personal response by phone or email within 1 business day.
 Document Customization. HR experts will design custom HR forms, job descriptions and HR-related letters to meet your needs.
 Employee Handbook Development. Schedule a personal appointment with an expert to develop a custom employee handbook and a plan for implementation.

Dealer Business System Requirements Survey

A Dealer Resource for Business System Evaluation
The Final Report on the Dealer Business Systems Requirements Survey identifies key opportunity areas for software developers and office furniture manufacturers to address shortcomings in today's tools and work together to create systems that do a better job of sharing information and better support the dealer business process.

For dealers, the report serves as a guide for evaluating business systems and establishing buying criteria.

The survey was developed by Solomon Coyle and the Office Furniture Dealer Technology Task Force, an independent working group composed of dealers representing major manufacturer affiliations. It was designed to give dealers a voice with their primary software providers and manufacturers through the collection of data that could be useful in pointing the way for software improvements.

Dealers were asked to evaluate the current state of their business system technology and rank the importance of 487 features in nine areas of functionality. The 140 dealers who completed the survey represented a tremendous diversity of viewpoints.

Acting as an initiator and pro bono facilitator of the survey, Solomon Coyle compiled, tabulated and analyzed the survey response and drafted the final report. Download the report.

Installation Estimating Workbook

Turn Installation Estimating Guesswork into a Science
Developed and updated regularly by installation and operations expert Barry Coyle, this invaluable workbook will show you how to estimate the right way. You'll learn a proven methodology for accurate and consistent installation estimates that will save you from making costly mistakes and help make installation a true profit center for your business.

Based on more than 20 years of field-validated experience by hundreds of dealers and installers, the workbook prototypes more than 40 furniture lines and includes refinements for site conditions, product line nuances and rules of thumb. The workbook includes a detailed review of each of the four prototype elements (unloading/staging, panel installation, component installation and finish phase), and the non-phase hours and hours for miscellaneous furnture and casegoods.

As the most detailed estimating guide in the industry, this workbook offers experienced estimators a refinement that can make them only better, and novices the ability to estimate as well as individuals with years of experience.

TABLE OF CONTENTS

 Introduction
 Labor Estimating Essay
 Introduction to Prototype Estimating
 Estimating Process & Example
 Furniture Line Prototypes
 Misc. & Casegood Furniture Hours
 Product Rules of Thumb
 Casegood Hours
 Stack Kit Hours
 Tear Down Hours
 Comparing Different Furniture Systems
 Planning Example
 Sample Forms and Worksheets
 And more!

As part of your strong commitment to the office furniture industry, Solomon Coyle is making the industry-standard Installation Estimating workbook available free of charge. Download the report.