Bilancio Sociale 2005 Social Report 2005
Bilancio Sociale 2005 Social Report 2005
Bilancio Sociale 2005 Social Report 2005
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<strong>Social</strong> <strong>Report</strong> <strong>2005</strong><br />
The 2004 survey was supplemented by another survey done in<br />
<strong>2005</strong> on the perception of customer satisfaction by our sales network.<br />
This time the sample was made up of 300 people, including<br />
our sales staff, sales managers, agents and distributors at the<br />
same companies involved in the prior year project. We used the<br />
same method and a questionnaire of 18 questions divided into<br />
six main subjects. It was interesting to observe how closely the<br />
results of the <strong>2005</strong> internal survey matched those of the 2004<br />
6<br />
5<br />
4<br />
3<br />
2<br />
1<br />
0<br />
58<br />
<strong>2005</strong> PERCEIVED CUSTOMER SATISFACTION SURVEY OF OUR SALES NETWORK<br />
5.41<br />
4.86 4.77<br />
Sales<br />
Interface<br />
5.39<br />
4.65 4.61<br />
Delivery Order<br />
Management<br />
Importance<br />
Score Importance Satisfaction<br />
During 2006 we will repeat our 2004 external survey. We would<br />
like to get new information and check to see if customer satisfaction<br />
has changed. In addition to the previous questions on our<br />
services and products, we plan to ask new questions to monitor<br />
customer perceptions of RadiciGroup’s social and environmental<br />
commitment.<br />
Technical<br />
Interface<br />
RadiciGroup Competitors<br />
1 Totally irrelevant Unacceptable<br />
2 Unimportant Disappointing<br />
3 Not really important Does not meeting expectations<br />
4 Important Meet expectations<br />
5 Very important Satisfactory<br />
6 Extremely important Extremely satisfactory<br />
5.48<br />
4.53 4.48<br />
5.31<br />
external survey. Customer satisfaction as perceived by our sales<br />
network was quite representative of reality, i.e., the results were<br />
similar to those of the external survey. This fact confi rms our<br />
attention to our customers and how many of their needs are already<br />
being well met. The motivating force behind these two surveys<br />
was our continual desire for improvement. We realize that<br />
our customers should be served with the utmost care and that<br />
their needs should trigger our commercial strategies.<br />
4.78<br />
4.49<br />
5.11<br />
4.74<br />
4.52<br />
5.43<br />
Prices Products<br />
We believe a responsible company can be rewarded in the marketplace<br />
by loyal customers who want to pay for products that<br />
are manufactured taking into account their ethical and environmental<br />
impact. We often discuss this issue and would like to fi nd<br />
out the actual opinions of our customers. We will obtain the results<br />
during 2006 and publish them in next year’s <strong>Social</strong> <strong>Report</strong>.<br />
4.95<br />
4.76
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