Customer Loyalty Research

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Using technology-based market research tools to capture real-time Voice-of-the-Customer loyalty feedback.

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Customer Loyalty Research

  1. 1. OPINIONMETER Customer Loyalty Research Using technology-based market research tools to capture real-time Voice-of-the-Customer loyalty feedback Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com
  2. 2. OPINIONMETER Traditional vs. Technology-based Loyalty Research Methods <ul><li>Traditional Market Research </li></ul><ul><li>Paper-based surveys </li></ul><ul><li>Taken by phone or mail </li></ul><ul><li>Professional developers required to code, deploy, collect & format data for analysis </li></ul><ul><li>Technology-based Research </li></ul><ul><li>Mobile, Web or Standalone devices </li></ul><ul><li>Point-of-Experience feedback </li></ul><ul><li>Latest technology advances </li></ul><ul><li>Developed by clients using OMI resource libraries </li></ul>Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com
  3. 3. Traditional vs. Technology-based Loyalty Research Methods Benefits <ul><li>Traditional Market Research </li></ul><ul><li>Expensive to set up & run </li></ul><ul><li>Lack of development efficiencies for multiple surveys </li></ul><ul><li>Historically low rate of return </li></ul><ul><li>Takes months to receive actionable data </li></ul><ul><li>Technology-based Research </li></ul><ul><li>Author once, deliver anywhere </li></ul><ul><li>Real-time customer loyalty research </li></ul><ul><li>On-site, on-time, on demand </li></ul><ul><li>Cost-effective, easy to manage </li></ul><ul><li>Immediate access to actionable data from anywhere </li></ul><ul><li>Quick formatting for customized analysis </li></ul>OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com
  4. 4. OPINIONMETER Survey Kiosks – standalone feedback stations automate the collection of large survey samples from business service lobbies. Ideal applications include Retail, Food Service and Healthcare consumer research. Tablet Surveys – mobile & portable for in-the-field surveying. Diverse audience include: patients, passengers, customers, visitors, exhibitors. Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Interactive survey devices let you Author Once, Deliver Anywhere
  5. 5. OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Handheld PDA Surveys – ideal mobile survey devices with long-life battery for in the field research. Mobile Phone Surveys – use customers’ own mobile phones to capture fresh, spontaneous impressions and invaluable feedback at the moment-of-truth! Interactive survey devices give you Real-Time Loyalty & Market Research
  6. 6. OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Web Surveys – rapidly deploy sophisticated, branded, multilingual Web surveys in place of or concurrent with interactive, mobile device loyalty programs Online surveys provide you with Quick Customer Feedback
  7. 7. OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com OpinionMeter Serves a Broad Spectrum of Industries Worldwide Workforce Education Transportation Retail Healthcare Hospitality Government Financial Workforce Education Transportation Retail Healthcare Hospitality Government Financial
  8. 8. OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Device and Industry Survey Examples Tablet iPad PDA Kiosk
  9. 9. OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Use SurveyManager to Design and Deploy Customer Loyalty Campaigns Use OMI question & response resource libraries – or – Write your own questions and responses Simple, intuitive and easy to use Web-based: No software needed to install SurveyManager You control all management tasks to design, deploy and report data
  10. 10. OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com SurveyManager Report Features Standard Summary Reports Customer Satisfaction Scores Customized Reports Graphs and Charts within Reports Automated Reporting Templates
  11. 11. OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com SurveyManager Report Flexibility Trend Analysis Unlimited Cross Tabulation Filtering Variations During a Day Filtering: Segmenting Customers Relative Local Performance
  12. 12. OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Customer Loyalty Surveys by Opinionmeter <ul><li>Automated, real-time survey tools </li></ul><ul><li>Integrated with standard hardware platforms and software </li></ul><ul><li>Invaluable customer insight captured at the Point-of-Experience </li></ul><ul><li>Immediate, actionable data </li></ul><ul><li>Reports and data accessible from any Web browser </li></ul><ul><li>Easy, convenient and cost-effective </li></ul>Now, let’s work together on your customer loyal research programs
  13. 13. OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Customer Loyalty Surveys by Opinionmeter Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com

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