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Business Performance & Customer Opinion

 

U.K. Targets     UNITED KINGDOM    

Surveyors Handbooks

 

Surveyors

This Handbook gives specific survey and other information on the named Firm and Branch and includes data on the Firm's Clients (Private / Business / Institutional), Products & Services, Competitors and Competitive Situation, Comparison with other company branches and the Branch's Operational and Business Performance. The data is given in tabular and numeric form and comprises of some 220 pages.

 

1. Comparative data on the firm's main competitors in the area. (a / b / c / d / e)

This section analyses the named firm's performance with that of up to 15 general competitors.

2. Comparison of the branch's Performance in comparison to other company branches. Comparative Regional data for Products & Services. (a / b / c / d)

This section analyses the named branch with up to 15 other company branches and/or with comparative regional data.

3. Business Performance data on the firm's most important operational activities.

Instructions & Brief / Site Survey & Valuations / Structural Surveys / Valuations / Personal Contact & Consultation / Preparation of Surveys or Details / Print & Documentation / Marketing & Advertising / Enquiry Handling / Potential Client Handling / Site Visits & Site Access / Client Negotiations / Offer Handling Procedures / Offer Vetting & Transmission / Client Contact & Up-dating / Financial Services / Finalisation of Sale.

4. Client Opinion data on the firm's most important products and services. (a / b / c / d)

Domestic Property: Highest Price Quartile / Domestic Property: Upper Price Quartile / Domestic Property: Average Price Quartile / Domestic Property: Lowest Price Quartile / Commercial Property Sales / Specialist Property Sales / Non-Residential Rentals / Surveys & Valuations / Structural Surveys / Valuations / Property Management & Services / Rentals / Financial Services / Consultancy / Rent Reviews / Leases & Renewals / Management Services.

5. Branch Staff Perceptions of the company. (e)

 

6. Abuse of Position

Firms which abuse their position in the market or which use their position to gain an unfair or immoral advantage are covered in this section.

 

The above data is given as a matrix with EACH of the items (a) - (e) listed below.

(a) PRIVATE CLIENTS: Satisfaction with the firm's service quality; Satisfaction with service availability; Satisfaction with existing services; Satisfaction with existing firm; Satisfaction with the firm's client handling; Satisfaction with client contact; Satisfaction with existing methods of service supply or distribution of services; Satisfaction with the firm's terms of trading; Satisfaction with the firm's documentation & print; Reaction to the firm's P.O.S. and merchandising; Reaction to the firm's advertising and sales promotion.

(b) BUSINESS CLIENTS: Satisfaction with service quality; Satisfaction with service availability; Satisfaction with existing services; Satisfaction with existing firm; Satisfaction with client handling; Satisfaction with client contact; Satisfaction with existing methods of service supply or distribution of services; Satisfaction with terms of trading; Satisfaction with documentation & print; Reaction to sales promotion activity.

(c) BUSINESS DECISION MAKERS: Person/s deciding if the firm is used. Person/s initiating decision to increase levels of business. Person/s initiating decision to introduce new products or services. Person/s deciding what products / services are to be used. Person/s evaluating service business needs. Person/s evaluating the firms + services available. Person/s surveying or vetting firms. Person/s approving / authorising transactions. Person/s negotiating terms with the firm. Person/s evaluating the firm's services costs. Person/s evaluating the firms / services / products available. Person/s preparing specifications for services used. Person/s deciding if services are appropriate. Person/s setting or altering levels of business. Person/s making decisions to use particular firm/s. Person/s monitoring results of services purchased.

(d) PRIVATE + BUSINESS CLIENT OPINIONS: Client Confidence: Managers + Branch + Specialist Staff/ Documentation/ Advertising. Reputation: Company + Branch Level/ Managers + Branch + Specialist Staff. Staff Efficiency: Company + Branch Level/ Managers + Branch + Specialist Staff/ Documentation/ Problem Solving. Staff Performance: Company + Branch Level/ Managers + Branch + Specialist Staff/ Documentation/ Client Handling. Staff Integrity: Company + Branch Level/ Managers + Branch + Specialist Staff. Truth & Honesty: Company + Branch Level/ Managers + Branch + Specialist Staff/ Advertising & Promotions. Written Communications: Company + Branch Level/ Managers + Branch + Specialist Staff/ Contractual. Verbal Contact: Managers + Branch + Specialist Staff. Client Handling: Company + Branch Level/ Managers + Branch + Specialist Staff. Client Complaint Handling: Company + Branch Level/ Managers + Branch + Specialist Staff. Client Problem Solving: Managers + Branch + Specialist Staff. Staff Comprehension of Product: Branch + Specialist Staff. Client Awareness: Company + Branch Level. Staff Awareness: Branch + Specialist Staff. Client Product Confidence: Company + Branch Level. Client Service: Company + Branch Level/ Managers + Branch + Specialist Staff/ Documentation. Initial Client Response: Company + Branch Level/ Branch + Specialist Staff. Information for Clients: Company + Branch Level/ Managers + Branch + Specialist Staff. Promotional Activity: Company + Branch Level. Advertising Posture: Company + Branch Level. Documentation: Company + Branch Level. Client Confidence: Branch + Company Level. Credibility: Advertising/ Documentation/ Specialist + Branch Staff + Managers/ Branch + Company Level.

(e) FIRM BRANCH STAFF SURVEYS: Reactions to the firm's advertising and sales promotion. Satisfaction with existing POS materials + products. Satisfaction with existing back-up & company facilities. Satisfaction with existing methods of promotional materials / POS + supplies delivery & distribution. Satisfaction with materials & stock levels. Satisfaction with ability and expertise of fellow staff & line managers. Satisfaction with quality & specifications of products / services sold. Satisfaction with equipment & systems. Satisfaction with firm's client handling policy. Satisfaction with suppliers' technical & other assistance received. Satisfaction with suppliers' technical documentation / instructions. Satisfaction with Senior Management & Managers.

220-330 pp. Price: £595  Delivery: 24 hours

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