Customer Satisfaction/Loyalty - Beyond Feedback · Customer Satisfaction/Loyalty • Dedicated project manager • Contact lists can be created using online panels, client lists,

Features & Benefits

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Customer Satisfaction/Loyalty

• Dedicated project manager

• Contact lists can be created using online panels, client lists, or purchased lists

• Unlimited questions & responses

• Open-ended and numeric value questions

• Select survey questions from library of choices or customize new ones

• Deploy online surveys through web links, pop-ups, mobile devices, kiosks, social media, email, panels, and more

• Full support for telephone interviewers and IVR survey approaches

• Secure system with unique survey codes, passwords, and SSL security

• Customized - single project or ongoing program

• Affordable - budget-friendly and easy to order

• Practical - easy to understand insights

• Responsive - our clients talk directly with our President

• Quick - fast responses and project turnaround

• Professional - executives with Fortune 500 field experience

• More than feedback – go beyond insights data with optional services including action planning, online reporting, financial linkages, and more

Why Use Beyond Feedback What Insights are Delivered

• Current level of customer satisfaction, loyalty, and Net Promoter Score (NPS)

• Strength of business relationship at each account and strength of competitors’ relationship

• What features are driving satisfaction, loyalty, and Net Promoter Score (NPS)

• Performance versus key competitors

• Problem occurrence and resolution from customers' point of view

• Customer open-ended recommendations for improvements and problems they’ve encountered

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• Results and recommendations reviewed with your team by experienced analysts on-site or via webcast

• Optional alerts, action planning, and financial linkages

Web-Based Survey Tool

Survey Capabilities

Survey design

• Personalized for each invitee • Support for over 60 languages • Powerful survey logic • Unlimited questions & responses • Over 35 different question types • Dynamic quotas for questions • Randomized choices • Optional vs. required questions • Skip to pages/sections/questions • Trigger emails, terminate, or ‘other’ actions • Advanced branching, piping & extracting • Hide/show/disable questions • Redirect respondents to outside URL’s

Survey branding

• Complete branding control for our clients • Customize logos and banners • Customize backgrounds • Customize font styles, layouts, color schemes • 100% control over HTML and CSS

Survey deployment

• Fully customized email invitations and reminders • Customized URL’s for deployment • Deploy on your own website with embed code • Allow respondents to save and continue later • Respondents can download hard copy of their responses • Respondents can be redirected to other URL’s • Access can be restricted by passwords or unique codes • Access can auto authenticate through personalized URL’s • Customize quotas and deadlines • Responses can be exported into a variety of formats • Customizable website popups and pop-unders • Custom 2D bar codes to link to mobile devices • Deploy surveys in kiosk mode for trade shows • Full security and privacy functionality including SSL

• Voice recognition and touch-tone responses • 800# access for call transfers or direct dial • Available 24hrs/day x 7 days/week • Branching and skip questions • 19 question types

IVR Survey Tool Executive Phone Interviews

• Interviewers have 15-20 years business experience • Phone interviewers have experience with executives • Professional and friendly demeanor • Treat each interaction as a customer relationship • Often capture unstructured insights from respondents

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Online Interactive Reporting

Reporting Capabilities

• Near-real time access to customer feedback • Sort, filter and search for data quickly • Complete click-to-drill-down capabilities • Customized for different individuals and departments • Ad-hoc queries and analysis • Export to csv, xls, pdf, html, png, jpg • Integrate feedback data and operational data • View feedback insights from specific accounts • Create embedded interactive reports for intranets • Analyze data using over 24 different graph styles • Variety of chart types in 2 and 3 dimensional formats • Create pivot, summary and tabular views • Dynamic filters for interactivity and analysis • View underlying raw data with single click • Query data using SQL to create powerful reports • Publish in web pages, blogs, Sharepoint, portals, etc. • Customize user access rights and permissions • Customize logos and formatting for brand identity

• Online reporting of action alert status • Manage action plans and progress online

• Ensure privacy and security with SSL connections • Unlimited number of users can access concurrently

• Understand the impact of performance on loyalty • Synthesized customer comments into themes • Linkages to financial and operational data • Benchmark performance vs. competitors & peers • Creation/integration into company scorecards • Collaborative design process • Sophisticated analytics tools for driver analysis • Customized PowerPoint files for easy distribution

Offline Reporting

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Demographic Selectors

Online Panel Capabilities

• Select panelists by age, gender, and ethnicity • Education level: middle school, high school, college • Occupation status: student, part-time, full-time, self-

employed, parental leave, retired, and unemployed • Martial status: single, domestic partnership, married,

separated, divorced, and widowed • Household size, number of children, and children’s ages • Personal and household income levels • Company size: 1-10, 11-50, 51-100, 101-500, 501-1000,

1001-5000, and greater than 5000 • Field of expertise: administrative/general staff, human

resources, finance/accounting, marketing, technology implementation, production, management, medical, legal, engineering, creative/design, entertainment, customer service, sales/business development, technology development, operations, and others

• Transportation usage: access to car, access to motorcycle, purpose of travel by plane

• Others: use of glasses, smoking, mobile phone features

• Complies with ESOMAR, MRS, CASRO, MRA, ARF, MRIA, AMA and AMSRO standards.

• Received prestigious ISO 20252 certification • Panelists are scored by their level of survey activity • Panelists are automatically removed from panel

when their email address is proven invalid. • Within the required targets, sample is randomly

generated as well as being stratified by high, medium and low responders

• Unique identification data is required in the validation process

• Sample can be drawn from multiple panels simultaneously to reach hard-to-find target groups and eliminate source bias

• De-duping technology seamlessly removes duplicates across panels at the invite stage

Panel Quality Control

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Select from over 10M panelists in over 50 countries

Geographic Selectors

• U.S. region, U.S. census bureau regions, all states, all U.S. counties, MSA’s, and DMA’s

• Europe : France, Germany, Italy, Romania, Russia, Spain, Switzerland, UK, and 22 more

• North America: Canada, Costa Rica, Puerto Rico, Mexico, Guatemala, USA

• South America: Argentina, Brazil, Chile, Columbia, Peru, Uruguay, and Venezuela

• Asia Pacific: Australia, China, India, Indonesia, Japan, Singapore, South Korea, and 5 more

• South Africa

Light blue indicates panel coverage

Documents

Customer Satisfaction/Loyalty - Beyond Feedback · Customer Satisfaction/Loyalty • Dedicated project manager • Contact lists can be created using online panels, client lists,