|
AIMS AND INTRODUCTION OF THE STUDY
Main and concrete aim of the survey:To express the strengths and the weakness of the Company
and/or of the software and the customer perception in front of the related services.
Means:A satisfaction survey on WORKING and NON WORKING customers
but identified and after at least one visit or meeting with Mr. THUILLIER). Potential Customers, without any contact are not questionned.
This survey was conducted by phone after random selection in the ABT customer file.
These interviewes with professionals allow to assess the ABT offer and services performance. The summary of these interviewes has for aim to precise satisfactory domains and the points to improve.
The free questions are assisted by pre-codified answers in order to facilitate the information collection,
but these ones are in any case suggested during the interview. This questionnaire and its manual or automatic processing are not in the scope of a CNIL declaration, due
to anonymous informations.
SURVEY RESULTS
ABT GLOBAL SATISFACTION OF THE CLIENT
At the question « Globaly and before to enter in details, ARE YOU SATISFIED of the ABT company?»
on 12 clients (10 was not clients) - Answers are pratically unanimous: Very satisfied at 83 %.
Very satisfied at 83 %. This answer substantiate the panel randomly choosen appreciate and is very satisfied of
the ABT prestations
ABT IMAGE: STRENGTH AND WEAKNESS
MAIN HIGH POINTS
Is not included the panel 30% of not answers, due to the not Tastel user.
According, the interviewes, the 4 MAIN POSITIVE POINTS are the following ones:
| 1. The first POSITIVE POINT is quoted in the "Other" item and can be summarised by reactivity.
Below is the list of the exact words:
Good follow up each year (Bon Suivi Tous Les Ans), Availability (Disponibilité), Fast answer (Rapidité De Réponse),
Service and reactivity (Service Et Réactivité), reactivity (réactivité), quick answer (rapidité),
(Very reactive at the begining and help for the software improvement (Très Réactif Au départ et Aide
Pour Les Evolutions De Logiciels), Listening and Reactivity (Ecoute et Réactivité) ; Reactivity
and Afer-Selling Service (Réactivité et SAV).
|
|
2. Appropriate answer to my needs and at the same level an appropriate price (Réponse adaptée à mes besoins
ex æquo avec prix)
|
| 3. A well identified and well-know People (Interlocuteur que je connais)
|
| 4. Flexibility at the same level as proximity, geographically (souplesse ex æquo avec proximité, au sens géographique du
terme)
|
MAIN LOW POINTS
Many no answers (50 %) due to the fact several respondants/clients did not find such points in ABT.
In the contrary, at this question, some not Tastel user expressed items.
Below is the list of these answers.
The 3 low points suggested by the respondants are the following ones:
|
1. The first LOW POINT is also quoted in the "Other" item, more linked with difficulties with the
software, and not with the ABT company:
Distance problem (Problème De Distance) ; A little bit too long during calculation
(Un Peu Long Au Niveau Du Traitement Informatique) ; Compatibility problems during change of PC
(Problèmes De Compatibilité En Changeant De PC) ; Lack of communication & training supports, and
suggestions (Manque De Supports De Communication, de Formation Et manque de
Propositions ; Problem of product samples number if more than 30 products (Bug Du Logiciel et
Nombre D’Etudes Limité à 50 Echantillons (ça bloque à partir de30) ; Lack of flexibility (Rigidité).
Additional comments after the study: All these points are coming from a problem of communication and are
already solved
|
| 2. Small structure: This point is coming easily from clients. |
| 3. Availability of Mr. Thuiller: This point appears only from old clients, coming from the creation
of the company). |
CAPACITY OF ABT TO BE A MAIN ACTOR ON THE SENSORY ANALYSIS MARKET
The ABT image perception intervene also on the image consequences: Here, is the place of ABT on the Sensory
Analysis Software market.
| 1= Low capacity |
| 2= Medium capacity |
| 3= High capacity |
| 4= Very high capacity |
Our respondants answer at 67 % ABT has a high, even very high capacity to be a major actor in the Sensory
Analysis Software market. This result is reinforced by a very low non answer rate (only 4.5% of the panel).
SOFTWARE SATISFACTION
|
Concerning only the software now, is TASTEL answering your needs? |
83 % of yes |
|
The Tastel software is (apart the non answer) :
Only the most representative results are displayed in this grid
|
Have you received a specific training on this software during the acquisition or after? |
64 % of yes |
|
|
If yes, was this one totally satisfying? |
75 % of yes |
|
91 % of the clients who did need of Tastel Maintenance was satisfied by the services of Mr. Thuillier.
The answer delay was considered as quick by 91%, and this maintenance seems very useful also by 91% of
these clients. Very good.
ROUSSEL CONSULTANTS CONTACT
| 40, boulevard Jamin 51100 REIMS Tel.: 03-26-77-60-79 Fax: 03-26-77-60-70
|
51 rue Marcel Henaux 59000 LILLE Tel.: 03.20.52.01.04 Fax: 03 20 52 31 67
|
73, rue de Saussure 75017 PARIS Tel.: 01-56-56-60-77 Fax: 01-48-42-15-83
|
|
|
|
www.roussel-consultants.com
www.cohesium.com
|
