Cicero conducts over 5,000 online and telephone surveys of industrial, commercial, and residential customers every quarter to assess customer satisfaction and determine ways in which this company can improve its service. The results are accessible real-time via a user-friendly database that allows district and division leaders to see how their group is performing and where they need to improve. Additionally, a feedback loop was put in place to enable company executives to be notified when significant complaints arise.
Cicero also conducts focus groups of current and potential customers to ascertain additional services that may be offered, how to price them, and how to best market the new services. Showcasing the fact that this waste management company conducts customer satisfaction studies has been a key differentiator when winning new business in many municipalities.