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QuestBack presentation


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

Published in: Technology, Business, Education
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QuestBack presentation

  1. 1. Better Customer Insight Equals Better Interaction <ul><li>Bart De Moor – QuestBack Belgium </li></ul><ul><li>Increase customer retention with </li></ul><ul><li>Enterprise Feedback Management </li></ul>
  2. 2. Quick facts <ul><li>Headquarter: Norway – Oslo </li></ul><ul><li>Strong, profitable growth since foundation in 2000 </li></ul><ul><li>22 offices in 20 countries. </li></ul><ul><li>Over 3000 customers in over 50 countries (with local language functionality and support). </li></ul>
  3. 3. Vision and Mission <ul><li>What? </li></ul><ul><li>To enable our customers to secure successful professional relations </li></ul><ul><li>How? </li></ul><ul><li>To provide outstanding value for our customers by developing and delivering online Ask & Act TM services that enable them to secure successful professional relations </li></ul>
  4. 4. 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 <ul><li>Gartner Group Research indicate that: </li></ul><ul><li>95% of all organizations collect feedback regularly from their relations </li></ul><ul><li>only 10% actually act upon it / make changes </li></ul><ul><li>only 5% inform the respondents regarding “what happens now”. </li></ul>“ Use the data, or don’t bother surveying the customer” Gartner, May 2009
  5. 5. Enterprise Feedback Management service <ul><li>QuestBack Quick Tour </li></ul>
  6. 6.
  7. 7. Mijn QuestBack: gemakkelijk en snel aanmaken en beheren van uw bevragingen.
  8. 8. 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
  9. 9. Quest Designer ( Easily create your own surveys just within a few minutes)
  10. 10. How can it look like?
  11. 11. Quest Reporter
  12. 12. Export reports + Webreport
  13. 13. 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”
  14. 14. 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?
  15. 15. 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
  16. 16. Waarom QuestBack? <ul><li>Unieke ACT™/FOLLOW-UP via Dialoog en vragenlijsten </li></ul><ul><li>Zeer gebruiksvriendelijk </li></ul><ul><li>Ongelimiteerd gebruik, support & kwaliteitscontrole voor een vaste jaarlijkse fee </li></ul><ul><li>Export data in de meest voorkomende formaten + webreports </li></ul><ul><li>Europese marktleider in Enterprises Feedback Management service (EFM) sinds 2000 </li></ul>
  17. 17. + 3000 Customer over 50 countries over 30 branches