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QuestBack presentation
 

QuestBack presentation

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QuestBack provides online survey services and know-how for gathering, analyzing and responding to business critical feedback.

QuestBack provides online survey services and know-how for gathering, analyzing and responding to business critical feedback.

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    QuestBack presentation QuestBack presentation Presentation Transcript

    • Better Customer Insight Equals Better Interaction
      • Bart De Moor – QuestBack Belgium
      • Increase customer retention with
      • Enterprise Feedback Management
    • Quick facts
      • Headquarter: Norway – Oslo
      • Strong, profitable growth since foundation in 2000
      • 22 offices in 20 countries.
      • Over 3000 customers in over 50 countries (with local language functionality and support).
    • Vision and Mission
      • What?
      • To enable our customers to secure successful professional relations
      • How?
      • To provide outstanding value for our customers by developing and delivering online Ask & Act TM services that enable them to secure successful professional relations
    • Many organizations are trying to improve their relations with there customers/employees ... With results? How can you bridge the gap between asking and acting? Gartner Group Research
      • Gartner Group Research indicate that:
      • 95% of all organizations collect feedback regularly from their relations
      • only 10% actually act upon it / make changes
      • only 5% inform the respondents regarding “what happens now”.
      “ Use the data, or don’t bother surveying the customer” Gartner, May 2009
    • Enterprise Feedback Management service
      • QuestBack Quick Tour
    • www.questback.be
    • Mijn QuestBack: gemakkelijk en snel aanmaken en beheren van uw bevragingen.
    • Templates: CSS, ESS, Course/Event registration/evaluation … 11 languages: English, French, German, Italian, Dutch, Norwegian, Swedish, Danish, Finnish, Russian, Turkish Over 260 templates available to all QB users
    • Quest Designer ( Easily create your own surveys just within a few minutes)
    • How can it look like?
    • Quest Reporter
    • Export reports + Webreport
    • Example: course/event/seminar evaluation Invitation/Registration Course/Event/Seminar Mapping of expectations and prior experience (Questions to course holder) Evaluation (I) ” Did they like it?” Evaluation (II) ” Did you learn anything?” Evaluation (III) ” Did they use it later? ” Evaluation (IV) ” Did they generate results”
    • Evaluation – 4 level model by Kirkpatrick Level 1 Reaction Level 2 Learning Level 3 Behavioural change Level 4 Result Time Evaluation complexity Individual learning Organisational learning Was the experience pleasant? Did you learn anything? Did you put in practice? Did it generate results?
    • Example: Sales / HR process evaluation Customer expections Actual deliverables Expectation gap Deal with any variance immediately Rejected offer Mapping and evaluation of initial activities Meeting evaluation Entry- evaluation Exit- evaluation Reinforce relations to existing customers t
    • Waarom QuestBack?
      • Unieke ACT™/FOLLOW-UP via Dialoog en vragenlijsten
      • Zeer gebruiksvriendelijk
      • Ongelimiteerd gebruik, support & kwaliteitscontrole voor een vaste jaarlijkse fee
      • Export data in de meest voorkomende formaten + webreports
      • Europese marktleider in Enterprises Feedback Management service (EFM) sinds 2000
    • + 3000 Customer over 50 countries over 30 branches