Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

QuestBack presentation

941 views

Published on

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

Published in: Technology, Business, Education
  • Hi there! Get Your Professional Job-Winning Resume Here - Check our website! http://bit.ly/resumpro
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

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. www.questback.be
  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

×