Summary overview of The McDonnell Group\'s capabilities and program focus for voice of the customer research programs.

1. Voice of the Customer
Research Program
Gain knowledge of your customer base with a VOC study. We’ll assess their
satisfaction and needs to bring you vital information to make confident business
decisions.
A Tailored Plan from Distinguished Researchers
 Our senior team of researchers conducts informed, What do your customers
executive-level discussion to explore issues with really think?
exceptional depth and objectivity.
 With expertise in multiple methodologies, we advise and Are you delivering what they
execute the best program for you, whether by phone, value most? Gain knowledge of
web, or a hybrid approach. the state of your most
important asset -- your
 We customize a mix of quantitative and qualitative
customers. VOC research helps
approaches, using both key metrics (KPI’s) and open you:
ended comments via probing questions.
 Rigorous professionalism ensures reliable, representative  Identify customer perceptions.
results.  Uncover root causes of satisfaction
 We sustain accuracy through periodic measurements or dissatisfaction.
(annual, quarterly, or as needed) to detect and predict  Gauge performance in meeting
change. current needs.
 Identify key performance drivers.
Industry Knowledge. Informed Results.
 Flag and remedy “at risk”
 You get market research from insiders whose cumulative accounts.
knowledge is informed by thousands of in-depth industry  Explore unmet needs.
interviews.  Test new concepts and
 We put your results into perspective based on decades of enhancements.
successful multi-year customer satisfaction programs.  Track emerging industry trends.
 We personally deliver actionable results and insights
in a confidential, advisory relationship.
Our customers are satisfied with the value of
VOC Research Drives Action Plans that:
our customer satisfaction work: We have
 Raise customer retention levels completed hundreds of Voice of the Customer
 Build customer loyalty projects and maintain a 90%+ repeat rate.
 Enhance business value
 Improve quality of products and services Strengthen the foundation of your business
with VOC research from
 Increase revenue & profitability
The McDonnell Group, Inc.
To learn more about how VOC research can help you, contact don@themcdonnellgroup.com or 404-583-0003.
www.themcdonnellgroup.com

2. Focus on Practical Methods™
Strategy, Public Relations, and Research work together for you in a dynamic, ongoing process
we call Focus on Practical Methods. Begin at any point –- with a current business need,
question, or concern -- and build momentum toward your goals as each service area strengthens
and informs the others. For example:
To learn more about how VOC research can help you, contact don@themcdonnellgroup.com or 404-583-0003.
www.themcdonnellgroup.com