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My department responds promptly

to client requests, despite a busy


workload.
Strongly Disagree
Somewhat Disagree
Neutral
Somewhat Agree
Strongly Agree
N/A

My work group consistently provides


courteous service even when the client is
unreasonable
Strongly Disagree
Somewhat Disagree
Neutral
Somewhat Agree
Strongly Agree
N/A

Overall, how satisfied are you with the


quality of the client service provided by your
department?

Dissatisfied
Somewhat dissatisfied
Neutral
Satisfied
Very Satisfied
N/A
About how long did you have to wait before speaking to a client?

I was taken care of immediately


Within 3 minutes
3-5 minutes
5-10 minutes
More than 10 minutes
7. How much would you estimate you spent in total and on the following
advertising, sales and marketing activities in the past 6 months?
$0

Advertising
in Yellow
pages
Advertising
in online
directory /
online yellow
pages
Advertising
in the local
newspaper
Advertising
in on-line
search
engines
E-mail
marketing
campaign
Holiday
greeting
cards to
customers
or clients
Other
greeting
cards to
customers
or clients

LESS
THAN
$500

$500
TO
$1,500

$1,500
to
$5,000

$5,000
to
$10,000

$10,000
to
$25,000

$25,000
or
More

DON'T
KNOW

Logo
clothing or
promotional
items (hats,
t-shirts,
pens,
notepads)
Press
release
Direct mail
campaign
Market
research

10. If you conducted a direct mail campaign in the past 6 months, how did you go
about preparing and sending your direct mail for the most recent campaign you
ran?

DID THE ENTIRE PROCESS INTERNALLY


(EVERYTHING FROM WRITING LETTER, BUYING SUPPLIES,
PRINTING, STAMPING AND MAILING)
OUTSOURCED THE DIRECT MAIL TO AN AGENCY
USED AN ON-LINE PROVIDER
DID NOT DO A DIRECT MAIL CAMPAIGN

11. If you conducted a direct mail campaign in the past 6 months, which of the
following pieces did you send as part of the most recent campaign you ran?
[CHECK ALL THAT APPLY]

POSTCARD
COUPON
8 1/2 X 11 LETTER
NEWSLETTER

BROCHURE
GIFT ITEM LIKE MAGNET, PEN, ETC.
OTHER
WE DID NOT DO A DIRECT MAIL CAMPAIGN

12. If conducted, how satisfied are you with the overall results of your direct mail
campaigns, that is the increase in sales you generated or the overall impact on
your business.
EXTREMELY SATISFIED
SOMEWHAT SATISFIED
NEITHER SATISFIED NOR DISSATISFIED
SOMEWHAT DISSATISFIED
EXTREMELY DISSATISFIED

17. If you acquired a direct mail or sales prospect list in the last 6 months, how
did you acquire the list that you used most recently?
THE COMPANYS OWN CUSTOMER LIST
PURCHASED A LIST FROM AN EXTERNAL LIST BROKER
PURCHASED A LIST FROM A CATALOG
PURCHASED A LIST FROM A DIRECT MAIL AGENCY
PURCHASED A LIST FROM AN ON-LINE LIST SERVICE
DID NOT ACQUIRE A LIST
DONT KNOW

18. Are you aware that there are on-line list providers who offer customer names
and addresses that you can customize to your needs by key criteria such as
geography, income and other demographics?
NO
YES, I AM AWARE

20. How likely would you be to purchase a list from an on-line list provider service
if it were made available.
VERY LIKELY [ GO TO THE END AND SUBMIT]
SOMEWHAT LIKELY [GO TO THE END AND SUBMIT]
SOMEWHAT UNLIKELY
VERY UNLIKELY
Other (Please Specify)

21. Why would you be unlikely to consider a LIST SERVICE like this online?
WE DONT USE LISTS OR USE ONLY OUR CUSTOMER LIST
LIST QUALITY
UNCOMFORTABLE PURCHASING ONLINE
SLOW SPEED OF SERVICE
TOO MUCH OF A HASSLE TO SWITCH VENDORS
OTHER

What are the factors important to clients?


What are the client support services available?
What are the estimated cost to customer acquisition?
Which is the most effective marketing strategy?
Whats your usp?
Whos your target audience?
Competitors?
CRM
Customer acquisition management

Advertising and CRM

Customer inquiry or response

Inquiry captured

Inquiry filtered

Lead graded and prioritized

Lead distribution

Sales contact

Lead nurturing or retention

Sales result

Analysis of promotion's effectiveness

Search engine optimization


1.Segmentation and targeting
2.Performance measures:
Net number of New Customer Accounts (NCA) acquired
Advertising & Media Efficiency (ROI)
Total Revenue from New Customer Accounts (NCA)
Profitability of New Customer Accounts (NCA)
3. How you build the clients database?