Frequently Asked Questions

-- About IMT --

• Is the information I provide during the checkout process kept private?
• How will I know if my order has been received?
• What would differentiate IMT from other firms who offer to develop a satisfaction survey?

-- Assessments --

• Where can I find the 10 Point Balanced Scorecard Self-Assessment?

-- Customer --

• Is "client" the same as "customer?"
• Isn't my boss my most important customer?
• How do you get customers to tell you what they want?
• You put almost exclusive emphasis on satisfying end-users. Aren't the other customers important, too?
• Isn't it valuable to know that 95 percent of our customers are satisfied?
• How can I figure out who my customers really are?

-- Customer Expectations --

• Is there a way to find out what customers want that isn't so expensive for the organization and time consuming for the customers? Nobody fills out surveys anymore.

-- Customer Roles --

• Can a person or group have more than one role with a product?
• You put almost exclusive emphasis on satisfying end-users. Aren't the other customers important, too?

-- Innovation --

• Is it better to focus on performance or perception attributes of a product?
• Why is it important to focus on a product's "functional" attributes first, rather than content or "features" attributes?

-- Outcomes --

• What are some examples of outcomes?

-- Product --

• Can a person or group have more than one role with a product?
• Why is it important to focus on a product's "functional" attributes first, rather than content or "features" attributes?
• Is knowledge a product?
• We are used to improving our activity or processes. Isn't identifying the "products" we produce just an exercise in semantics?
• What is the definition of a product?
• What are examples of a product?
• What are examples of items that are confused with products?

-- Surveys --

• You advocate limited use of surveys, but we conducted a survey and gathered really good information from our customers. Are you saying that was a waste of time?
• Is there a way to find out what customers want that isn't so expensive for the organization and time consuming for the customers? Nobody fills out surveys anymore.
• How do you create a good survey?

-- Vital Lies --

• Why do people believe vital lies?

-- Voice of the Customer --

• How do you get customers to tell you what they want?
• You advocate limited use of surveys, but we conducted a survey and gathered really good information from our customers. Are you saying that was a waste of time?
• Is there a way to find out what customers want that isn't so expensive for the organization and time consuming for the customers? Nobody fills out surveys anymore.
• What are some examples of performance expectations?