Best practices ensure the best results.

Insights Research Group's Best Practices in Customer Satisfaction Research and Management

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Simple guidelines for Customer Satisfaction Management (CSM) collaboration between a research firm and its client: :

• Consider multiple angles when probing for data, including customer satisfaction, customer dissatisfaction, problem experiences, customer requirements, customer expectations, and customer values.
  
  
• Assimilate data from multiple touch points with the customer.
  
  
• Solicit employee and management "buy-in" of the CSM program. Delegate ownership of the program to the employees that have customer contact.
  
  
• Have a process that prioritizes action steps that lead to better customer service and ultimately improved loyalty.
  
  
• Create a circle of customer satisfaction management by placing equal importance on each step of the cycle: measure satisfaction, analyze the results, develop a plan of action, and implement change.

At Insights Research Group, experienced researchers manage all aspects of every project, from questionnaire design, programming, sampling and data collection to client communication, reporting and analysis. Our professionals apply a set of rigorous standards to the practice of online customer satisfaction research.

Our 7 Standards of Online Customer Satisfaction Research (CSR)

1. Security - We use a secure server with encoding methods enabled. This is the same technology used to process secure credit card transactions. We can authenticate by user ID and password for panels, and have the ability to block respondents by IP address, or prohibit multiple respondents from the same computer.
   
2. Data Processing - Data is cleaned, weighted and filtered based on the client's custom specifications.
   
3. Questionnaires - Our surveys use complex skip, jump and piping patterns to ask the right questions of the right people. We also utilize visual material, such as new ad concepts, new product designs and audio/video.
   
4. No Spam - Our survey panels are double "opt-in." We do not survey the general population.
   
5. Panel - Our pre-qualified survey panel of over 300,000 households may be sub selected by various demographics, such as place of origin, income level, etc. Difficult to access populations, such as Hispanic or extremely high income, are affordable.
   
6. Reporting - Top line results can be viewed online in real-time as respondents complete the surveys. Our clients can run queries at any time via an online portal for completion statistics, or descriptive statistics on responses.
   
7. Support - Live support is available to answer respondents' questions and to help validate surveys.