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DBI survey: about two-thirds of customers satisfied; customers ask for clearer guidance and more online services
Summary
A consultant—s 2015 DBI customer survey found about 65% of respondents satisfied overall, higher satisfaction among professionals (71%) and lower among homeowners (56%). The report recommends clearer public guidance, better signage, expanded online services and targeted outreach to less-frequent customers.
DBI—s customer-satisfaction survey, conducted January—July 2015 and presented Dec. 16 by John Canapury of Gowan Research, found roughly two-thirds of respondents reported being satisfied with DBI services and that perceptions have generally improved over the past year.
The study sampled about 1,000 customers via phone and intercept surveys and supplemented the quantitative work with three focus groups and an online stakeholder survey. Canapury said 65% of respondents reported being satisfied overall; breakdowns showed contractors and other professionals reported higher satisfaction…
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