This document outlines the results of a customer satisfaction survey conducted for a 3D animation and modeling company. The survey aimed to understand how clients perceive the company, how it can attract more clients, and how to improve services. Most feedback was positive regarding quality, price, and speed. Areas for improvement identified were information sharing, proactive communication, online presence, self-promotion, and accessibility. The summary provides an overview of the key topics and goals covered in the customer satisfaction survey results.

1. Customer Satisfaction Survey

2. 3D Studio:
•3D-modelling & animation
•2D-graphics
•compositing
Showreel:
2

3.  How is the company seen by the clients
(existing and potential)?
 How can the company increase their number
of clients?
 What can the company do to improve their
services?
3

4.  SERVQUAL/RATER
◦ Reliability
◦ Assurance
◦ Tangibles
◦ Empathy
◦ Responsiveness
 Qualitative data
 Online survey
4

5.  Gap for customer satisfaction
 perceived service quality gap =
customer's expectation of the service -
customer's perception of the experience
5

6.  Who?
◦ Existing clients
◦ Potential clients
 How many answers?
◦ Response rate ~ 19% :
 Existing clients ~ 14%
 Potential customers ~ 5%
6

7.  Values
7
9
9
9
9
9
9
9
9
9
18
18
18
27
45
64
0 10 20 30 40 50 60 70
Positivity
Quick answer
Good price/quality rapport
Relaxed atmosphere
Cooperation
Easy to discuss
Fair conditions
Quick delivery
Quick service
Flexibility
Openness
Innovative
Ease
Speed
Professionalism
%

8.  People
 Communication
8
29
31
35
29
71
69
65
71
0% 20% 40% 60% 80% 100%
Professional
Reliable
Accesible
Easy to work with
Agree
Strongly agree
47
35
53
47
53
65
47
53
0% 20% 40% 60% 80% 100%
Clear
Quick
Informative
Productive
Agree
Strongly agree

9.  Product preferences:
9
12
27
33
33
44
47
50
53
53
73
17
50
33
33
17
50
50
50
50
33
0 10 20 30 40 50 60 70 80 90 100
Product visualisation
Building / construction plan / vision imaging
Aerial vision imaging
Logo visualisation / animation
Photo manipulation with 3D
Character / mascot design
3D Animated or 3D illustrated operating instructions
Animation to demonstrate qualities of a product /…
Commercial (TV / Youtube) animation
Interactive applications
Existing clients Potential clients

10.  Information channels
 Personal contacts eg. business partners, 3Dolli, word of mouth...
 Internet
75
50
0
50
50
0 20 40 60 80
Internet
Seen their work
Sponsoring an event
Word of mouth
Something else. What?
%
Existing clients Potential clients
TET & Friends
10
14
29
29
7
7
7
7
0 10 20 30
Internet
Business partner
3Dolli
Customer
Acquaintance
Jämsä community
Don’t remember
%

11.  Self promotion:
◦ Update their references
◦ Regular information updates
◦ Showcasing previous work
 Communication:
◦ More active presence through eg emails
◦ Suggestions to the customer
◦ Meeting 1-2 times a year to show new
technologies
◦ Use of video calls
 Attitude:
◦ Be more proactive
11

12.  B2B survey + Small and young company
◦ Small number of respondents
 Consistent positive feedback
◦ Pros: relevant answers
◦ Cons: difficult to find problems and improvement
solutions
12

13.  Overal very positive feedback
 High satisfaction with: products quality, price
and speed.
 Areas of improvement:
◦ Information
◦ Contact initiative
◦ Online presence
◦ Self promotion
◦ Accessibility
13

14.  What I learned:
◦ To use a statistics software (questback & tixel)
◦ To define the research problem & questions
◦ To chose the right research method and data
analysis
◦ When to use different types of questions
(multiresponse, matrix, open questions...)
◦ To involve the client in defining the questions
◦ To interpret the results
◦ To formulate solutions
14

15.  What was difficult:
◦ To interpret the results
◦ To formulate suggestions for improvement (small
sample & similar answers)
15

16.  What I liked:
◦ Seeing the responses changed into numbers &
graphics
◦ Analysing and interpreting the numbers & graphics
(per survey questions)
◦ Formulating answers to the research questions
16