Recipient List Building
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Questionnaire Delivery
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Response Processing
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Results Reporting
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Loyalty Management
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We will quickly organize your client data so that you can assess client loyalty
whenever you want.
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You determine when questionnaires are sent and you decide the delivery method for
each of your recipients: email, postal.
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All recipients have the option to respond online or on paper regardless of the method
of delivery chosen for them. All responses are available to your leaders and professionals
online as soon as they are processed.
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Real-time full information from each response as well as user-defined summaries
are web accessible, 24/7.
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Each response report includes a Satisfaction Score and Loyalty Ratings so that your
professionals know instantly where they stand with each respondent and can meet
with them to build commitment.
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Recipient List Building
You decide whose feedback you want, with which validated questionnaire version to
send, and when you want them to receive it. We can work from data that you export
to us or you can enter or update records using our web application or you can have
a combination of your exported records and on-line access for edits and additions
-- your choice. Your client data is organized so that it’s immediately available
and actionable for delivery of on-line and ad hoc reporting.
Questionnaire Delivery
Email recipients get their message on the first day of the delivery month chosen.
Those not responding on-line within seven days are sent a postal mailing. Postal
recipients are sent an advance letter alerting them that the questionnaire is coming.
Three days later, they are sent a postal questionnaire package (cover letter, questionnaire,
reply envelope). All recipients who have not responded within forty days of initial
contact are sent a postal follow-up questionnaire package.
Response Processing
The data and all open end responses are entered upon receipt and each response is
read and evaluated for any indication of a problem or opportunity. Problem responses
are flagged and include an explanation of what generated the warning flag. All open-end
responses are categorized and coded to facilitate online and ad hoc reporting.
Results Reporting
Daily, email summaries of responses are sent to your professionals who are listed
for that recipient. Each has a link included to the reporting web site where responses
are shown in detail. On-line, leaders and professionals can generate their own summaries
by choosing among variables such as office, region, service, industry, client size,
etc. Summaries allow drill down to the responses (as governed by users’ access
levels). Summaries contain both charts and data plus peer and year-to-year comparative
data.
Loyalty Management
Annually, a full statistical analysis is performed and presented in-person with
national, geographic, service line, industry, client-size and respondent title reporting.
Each report includes comparisons to competitors data, year-to-year comparisons,
identifies the aspects of service delivery that will have the greatest impact on
loyalty, and recommends improvement priorities to manage and enhance client loyalty.