Customer Loyalty, Satisfaction, and Research Surveys

Your company strives to distinguish itself from your competition.  Whether you sell your products directly to your customers or through a dealer/distributor channel, your customers have the awesome power to keep you in business, or not.  Committing to an ongoing retention program with Telcare puts you back in the driver’s seat.  Knowledge is power, and Telcare specializes in obtaining that customer satisfaction knowledge through survey research for you in a high quality, simple, but low cost way to improve customer loyalty.

MotorolaTelcare has served Motorola extensively for over 13 years in the United States, Canada, Mexico, Brazil, Philippines, and Singapore, performing hundreds of thousands
of customer satisfaction surveys.  Just ask Karina Sanchez, Service Manager iDEN Mexico, from Motorola.  Karina’s team works directly with Nextel Mexico to supply them with Motorola iDEN mobile phones and warranty support services.  Telcare’s Spanish Language surveys help her team give Nextel Mexico the detailed customer loyalty feedback they need to research.

“The Motorola Mexico team is very happy with Telcare’s open communication and their effective recommendations for improvements to the Nextel customer satisfaction survey process.  The real success story is Telcare’s willingness to make changes to the process, and improve the way that Nextel, Motorola’s customer, receives the survey data.  Although, Telcare has been performing these surveys to Mexico for six years, after only 6 months on the new custom Online Survey Reports tool, Nextel is seeing value in the survey data and using it to improve internal processes throughout Mexico.”

You can also ask Matt Utley, Vice President of Service Operations, Newmar Corporation, manufacturer of RVs including motorhomes and 5th wheels.  Newmar’s commitment to excellence is legendary in the RV community.


“Telcare’s comprehensive survey services help us find out how our customers are treated by their selling and servicing dealers by determining their CSI – customer satisfaction index.  Through Telcare’s secure website, our online CSI reports are accessible to both our staff and dealer network, which has raised the awareness and focus all of us have on customer satisfaction, and the results prove it.  We use these scores to reward our dealers with Service Excellence Awards and inform our customers of their achievement.  Telcare makes it easy for us to keep customers’ needs front and center.”

We’ve split most manufacturers into two categories, Direct and Indirect.  The following describes what we mean and offers you great retention ideas, based on survey research, that get you that all important knowledge while promoting referrals and repeat business.  On our Online Survey Reports site, the results of the surveys can be cross-tabulated by department, product, region, store/dealer, and any other demographic information or product specification to show you exactly where the improvements need to be made and which staff needs coaching or rewarding.  Check out the survey reports templates to see some of our basic report offerings.


If your company mostly sells your products directly to the customer, you hope that the customer will eventually return to buy more, and even better, to refer their friends and associates, Telcare recommends the following customer retention program:

  • Hand-signed Thank You card upon completion of purchase with a referral reward
  • Appropriately timed short telephone or mailed survey to see if their experience of both the purchase and the product was positive
  • Hand-signed Holiday card (Thanksgiving, Winter Holidays) just to say you appreciate them
  • Hand-signed card or letter to invite them back in several months or a year with a repeat business reward



If your company mostly sells your products indirectly through stores or a dealer/distributor channel, you end up having two customers, the end customer and the store (or dealer) owner, which is often called the internal customer.  Taking care of both of those customers is the key to a successful customer retention program.  In this case, you would combine the appropriate elements of the above Direct program with the following Indirect elements geared toward your internal customer:

  • Hand-signed Thank You card upon initial contract signing with a new store or dealer.
  • 90-day check in short telephone survey to see if their initial experience with your firm and product has been positive and uncover any problems quickly
  • Comprehensive survey performed one month before renewal opportunity (phone, mailed, web) – survey preceded by one-week with a custom card or letter announcing the survey to the store or dealer owner
  • Hand-signed Thank You for Your Renewal card or letter, possibly citing some of the improvements planned as a result of the survey along with a referral reward
  • Hand-signed Holiday card (Thanksgiving, Winter Holidays) just to say you appreciate them

To obtain a quote for either of these great customer loyalty programs, please contact Telcare today.