Phase I - Research

The Gordon S. Black Corporation (GSBC) began our project by conducting hour long interviews with key personnel at General Code. They talked with 12 people representing management, administration, sales, marketing, customer service, editorial, production and shipping. They also reviewed sample proposals and contracts, and looked at our sales promotion materials. They used key findings from this research to develop an exploratory customer questionnaire.

Phase II - Exploratory Interviews

Using the questionnaire developed in Phase I, GSBC interviewed 30 randomly selected General Code customers. These open-ended discussions familiarized GSBC with the types of events that customers experience working with General Code Publishers and helped them identify key drivers of satisfaction.

Phase III - Benchmark Survey

Using the information gathered in the first two phases, GSBC and General Code developed a detailed questionnaire covering every aspect of our interaction with our customers - from the first sales call through the delivery of the product and including ongoing customer service. Interviews were conducted by telephone with 200 randomly selected customers, and the results tabulated and analyzed by GSBC.

Overview of the Survey | Survey Results

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