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Market Probe Stakeholder Solutions

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A brief look at Market Probe’s Stakeholder Solutions for market research and the company’s global market research capabilities.

A brief look at Market Probe’s Stakeholder Solutions for market research and the company’s global market research capabilities.

Published in: Business, Technology

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  • 1. At Market Probe, Our Focus Is... www.marketprobe.com
  • 2. GLOBAL FACILITIES UAE United States UK Bahrain Canada Belgium India Singapore China Partners: Brazil, Poland, South Africa 1
  • 3. INDUSTRY PROFILE  Mid-size market  300 full-time research company global staff  Revenue split:  Certified secure 50% US; 50% non-US facility that is in compliance with the  Ranked among top-4 fastest security requirements growing global research for the Gramm-Leach- companies for the past two Bliley Act years by Inside Research  Certified as a minority  Client sectors: vendor by the National Auto and Minority Development manufacturing; Council financial services; telecommunications;  Dedicated IT staff for web agriculture business- surveys and automated to-business services, reporting systems and non-financial services 2
  • 4. THOUGHT LEADERSHIP  25 years of specialization in Customer Satisfaction and Loyalty Research in Financial Services sector  Research and development orientation and corporate commitment to building csat/loyalty “knowledge-base”  Developed proprietary models (Loyalty RX and NPS RX) for strategic applications in financial services  ASQ published books (www.asq.org) on customer satisfaction and loyalty  Won several Best Paper awards at global research and industry forums to drive client experience 3
  • 5. THREE PART SOLUTION A comprehensive approach to loyalty should include: Drive Touchpoint Satisfaction Improvement Event based feedback program to enhance customer experiences with key touchpoints Integration of Findings Strategic assessment of Attrition of profitable customer relationship to customers: understand drivers of Defector surveys and loyalty. May include database analysis benchmarks. Drive Long-Term Directly Address Short-Term Improvements in Loyalty Causes of Attrition 4
  • 6. About Us History and Profile Global Offices Industry Profile Portfolio of Client Services Thought Leadership Market Probe’s Advantage Satisfaction & Loyalty Discussion Basic Paradigm Building A Best In Class Metrics and Outcomes Framework Customer Feedback Paradigm Program Building A Best In Class Program Components of A Best in Class Program Cost Efficiency Actionable Information Market Insights Live Access Business Outcomes Tracking Program Economies Two Recent Innovations MP Can Offer Ideal Architecture Three Part Solution 5
  • 7. COMPONENTS OF A About Us History and Profile Global Offices BEST IN CLASS PROGRAM Industry Profile Portfolio of Client Services Thought Leadership Cost Efficiencies Live Access Market Probe’s Advantage Enhancements to manage costs Accessibility of information to strengthen customer experience Satisfaction & management Loyalty   Discussion Basic Paradigm Metrics and Outcomes Framework Customer Feedback Actionable Information Business Outcomes Paradigm Enhancing the actionability of feedback Linkage analysis to employee Building A Best In to managers at all levels engagement and business outcomes Class Program Components of A Best   in Class Program Cost Efficiency Actionable Information Market Insights Live Access Business Outcomes Market Insights Tracking Program Economies Tracking Program Economies Developing customer insights for the Integrating the tracking program with ad Two Recent Innovations MP benefit of all decision makers hoc research and quality initiatives Can Offer   Ideal Architecture Three Part Solution 6
  • 8. Case Study Customer Service: Goal to be #1 Consumer Experience and Loyalty Overall  Monthly survey, measuring satisfaction Satisfaction and loyalty 84.9%  Improved to a record 71% loyalty in 4Q08 – 9 or 10 rating on a 10-point scale  Focus on improving problem resolution Loyal which leads to improved advocacy scores Likely to 70.9% Will  Consistent branch level training Continue Recommend implemented 86.4% 75.9%  ACSI rose from bottom 20% to top 20% Scores of 9 and 10 on a 10 point scale Customer Loyalty Scores by Quarter 70.0% 70.9% 60.0% 68.8% 68.5% 50.0% 67.9% 67.3% 40.0% 65.7% 65.0% 65.2% 64.0% 64.0% 64.6% 30.0% 63.0% 64.0% 20.0% 62.0% 62.0% 61.0% 62.0% 10.0% 60.0% 50.0% 0.0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 7 2004 2004 2004 2005 2005 2005 2005 2006 2006 2006 2006 2007 2007 2007 2007 2008 2008 2008 2008
  • 9. Thank You! www.marketprobe.com 8

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