Alun Mathias Associates Assignments

We have carried out customer satisfaction measurement surveys, from objective setting through questionnaire design and interviewing to post survey consultancy:

	in the UK,
	in Europe, using local languages (French, German, Italian, Spanish),
	on a worldwide basis, with resellers of various flavours, in English,
	in Japan, in Japanese,
	in India, in Hindi,
	in the USA.
Our assignments have included:
	consulting, strategy development, and participation in a customer satisfaction management programme for a USA based company on a worldwide basis,
	consulting, strategy development, and participation in event based customer satisfaction measurement programme for a UK based company on a worldwide basis,
	managing surveys on behalf of an University to establish the extent of the use, and the rate of adoption of, the 'newer' IT tools and technologies in commercial project work,
	establishing 'event based' customer satisfaction management systems for support desk operations, and defining the business processes,
	on behalf of our client, establishing the effectiveness of the implementation of a managed service by surveying users of a financial management system at their customer's site,
	establishing customer perception of new product design and performance through surveying early installations of those products,
	consulting, strategy development, and participation in the establishing the rationale behind the buying decision by surveying 'new' customers,
	establishing the reasons why a client's prospective customers chose to buy from its competitors,
	establishing the reasons why a client's customers terminated their contracts,
	quantifying market opportunities for clients in new or underdeveloped market sectors,
	introducing complaint management systems,
	business process engineering - in a small company which had previously had 'informal' systems, and in other companies to meet the requirements of ISO 9000 accreditation.