FY2001 Top 200 Users Survey Report
Abstract
Our continued success or failure depends on really knowing our customers, especially our core customers. Why? Core customers represent the single best source for our continued growth. To put this into perspective, look at the core customers' impact on UTIC's FY 2000 business results. Core ETIC users accounted for 86 percent of all document orders, 86 percent of total billing and 48 percent of all full-text downloads. To successfully achieve this important purpose, it is imperative that we gain a "customer-valued" perspective of how well we are meeting their expectations. In other words, do we provide the kind of products, services and customer care that compels our core customers to remain loyal clients rather than seeking other available sources? The Top 200 User Survey (Part II of the annual survey process) was specifically designed not only to collect critical customer satisfaction data, but also to meet the following objectives: - Improve customer retention - Determine the quality of customer care and support - Track the effects of change in product and service quality - Indicate trends in product, service and customer care - Determine the quality of products, services and web pages.
Document Details
- Document Type
- Technical Report
- Publication Date
- Sep 01, 2001
- Accession Number
- ADA406596
Entities
Organizations
- Defense Technical Information Center