General Code recently selected the Gordon S. Black Corporation (GSBC) to conduct a benchmark customer satisfaction survey. We chose GSBC not only because they are a local company with an excellent national reputation, but also because the methodology they proposed would result in actionable information.

Our goals were to:

• measure overall satisfaction

• measure satisfaction with performance by specific departments

• determine what kinds of improvements would be most meaningful to our customers

We were very pleased with the results of our survey. A letter from Gordon Black, Chairman and CEO, to our CEO, A. Ross Kitt III stated:

The Gordon S. Black Corporation has conducted thousands of customer satisfaction surveys for all kinds of companies. We are thrilled that General Code has the most satisfied and loyal customers they have ever encountered!

When we announced the results at a company meeting, Mr. Kitt thanked everyone for the hard work and dedication that earned us the right to say:

We Are #1 in Customer Satisfaction!

To celebrate, every employee was rewarded with a little extra time off. But the best reward was knowing that our customers are aware of and appreciate the effort we make to provide the highest quality products and services in the industry.

As we continue our working relationships with our clients, we look forward to maintaining the same high levels of customer service and product quality. We will also be following up on suggestions from survey respondents on ways to further improve our performance as a company.

Finally, thank you again to our customers who took time they couldn't really spare to talk with the GSBC interviewers. Because this was the benchmark upon which future surveys will be measured, it had to be extremely detailed and comprehensive. We appreciate the valuable insights you've provided.

If you would like to know more about the methodology and see the actual results (overall and by department), please continue.

Methodology of the Survey | Survey Results

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