SURVEY RESULTS FEBRUARY 26th, 2009
BUSINESS PROCESS HEALTH SURVEY
WHATABOUTQUALITY.COM
In a recent poll, conducted by Whataboutquality.com of 89 partner organizations representing a diverse mix of service, product, profit, non-profit, geographic regions, employee count, revenue, income, several interesting results were revealed.
Trends / Indications
The first fact that was clear: we are indeed a service society, with 40% of the participants represent purely service and the entire balance of firms representing both product and service provision.
The next unfortunate result is that more than 75% of all organizations surveyed have confirmed that the economic downturn is affecting their bottom-line profitability, and 50% of all firms reporting said those negative effects were significant.
When respondents were asked what few key characteristics defined quality, in the eyes of their customer, the most popular response was: the product or service met my requirements. The next two most popular responses were: it worked like I expected and it was a good value, worth what I paid for it.
These three characteristics represented how 80% of customers define quality.
When asked how the respondent would describe the quality of their service, the predominant response was: best in class. Obviously firms believe their offerings to be superior in quality. All responses were at least: above average. No firm believes there to be issues with the quality of their service or products.
When asked if there was room for improvement in their operating costs, 60% of those responding said yes, and 40% said they felt their costs were under control.
40% of the firms surveyed said they were struggling to maintain income and 20% said they were profitable, but concerned.
Overall, Delivery and pricing were not as important or as much a concern or issue as Quality.
Actual Data
Do you offer product(s), service(s) or both?
40% services
60% both
How much is the economic downturn affecting business?
50% significantly
25% slightly
25% none
How would you define QUALITY in the eyes of your customer?
40% met my requirements
20% good value
20% it worked like I expected
10% competent staff
5% on time delivery
5% competitive price
As far as the QUALITY of your product or service, would your customers describe your QUALITY as:
60% best in class
40% above average
As far as the DELIVERY of your product or service, would your customers describe your ON-TIME DELIVERY as:
40% best in class
20% above average
20% average
20% unimportant / n/a
As far as the COST of doing business, would your Owner / Management Team describe your COST of doing business as:
40% above average
60% opportunity for improvement
As far as the PRICE of our products or services, would your Customer describe your PRICES for products or services as:
80% above average
20% average
How would your describe your firm’s financial performance (INCOME) situation?
40% struggling
20% profitable but concerned
40% profitable, not concerned
If you’re ready to regain profit through quality and business process improvement contact Mike Weekes at WhatAboutQuality.com today.
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