The S.E.E.K.E.R.™ customer feedback survey is a highly systematic diagnostic process, based on over 6 years of research in a wide range of organisations in the United States, Canada, the United Kingdom and Australia. It uses 72 questions to focus on six key factors that are seen to be critical to effective organisational performance and success.

The more that an organisation can take account of its customer feedback, the better. After all, a contented and satisfied customer is much more valuable than one that is dissatisfied or generally unhappy. Of course, the key is to be able to measure the extent to which either of these extremes may apply (and why) and to diagnose in which particular topics or subject areas about the organisation, most satisfaction or dissatisfaction may exist.

Many years of progressive research have indicated that high organisational performance and success in terms of Customer service are significantly based on six key factors.

FACTOR	SUB-FACTOR	SUB-FACTOR
Systems	Technology	Cycle Time
Efficiency	Pricing	Billing
Effectiveness	Quality	Delivery
Knowledge	Professionalism	Communication
Empathy	Warmth	Access
Responsiveness	Query Handling	Flexibility