Feedback Management System The Criterion platform is a modern IT infrastructure which simplifies and empowers customer and employee survey lifecycle. Offers a new range of possibilities including continuous data flows (towards your marketing databases) and real-time analysis of the results. Corporate Criterion lets you design complex questionnaires and define surveys in terms of participants - consumers to be asked, execution resources, planning and administration. Electronic questionnaires become available to the authorized users, posting the answers directly to your database systems (data warehouse or marketing database). Data analysis and presentation is easier than ever through powerful reports performing in real time mode. Either

1. CORPORATE CRITERION
Feedback Management System
The Criterion platform is a modern IT infrastructure which simplifies and empowers customer and employee
survey lifecycle. Offers a new range of possibilities including continuous data flows (towards your marketing
databases) and real-time analysis of the results. Corporate Criterion lets you design complex questionnaires
and define surveys in terms of participants - consumers to be asked, execution resources, planning and
administration. Electronic questionnaires become available to the authorized users, posting the answers
directly to your database systems (data warehouse or marketing database). Data analysis and presentation
is easier than ever through powerful reports performing in real time mode.
Either for customer or employee surveys, the criterion platform stands as a new communication channel,
empowering proper design and smooth execution of scientific, structured questionnaires. Provides
capabilities for impressive data enrichment and information boost - all through your existing analytical
infrastructure.
Criterion answers the needs of systematically collecting customer feedback on products, services and user
experience in general. At the same time, the platform may be used in order to establish an effective
communication channel with your employees, associates or your sales network. Provided a common user
base, criterion can even enable cross-surveys analysis of the results thus adding a new perspective on the
stored data sets.
This wealth of information can significantly enrich your data warehouse enabling definition of satisfaction-
related KPIs and performance scores. Customer along with employee satisfaction scores against time and in
contrast with certain activities, decisions or market changes will definitely generate invaluable information for
a wide range of domain experts and executives. It is the ultimate solution for a truly customer-centric
organization: having the information described above along with typical CRM and Decision Support
infrastructure, superior customer handling processes become a matter of Corporate culture and business
effectiveness.

2. [Continuous customer measurements into your customer database?
Corporate Criterion supports customer satisfaction measurement procedures as on-going unattended studies. This
means that customers are able to participate (random, list-based or event-triggered participation) and evaluate products
and services purchased. This customer experience measurement becomes part of the customer record – within the data
warehousing or the Marketing database – ready to be cross-analyzed against any customer dimension and attribute.
Questionnaire Authoring, survey execution
& Response analysis made simple]
Questionnaire Authoring
Powerful design of structured questionnaires
A large toolset enabling dynamic questionnaire design
based on existing templates. The embedded question
library provides search and management functionality
over thousands of questions.
Usage Scenarios & Business Value
Customer insight, employee feedback
Corporate criterion enables the establishment of
standard procedures for both customer and employee
satisfaction measurement. Well-defined customer
satisfaction questionnaires may be released via
1. Call centers- customer care
2. Corporate web site (web-enabled customers login
and served with the suitable question set)
3. Inside POS using suitable equipment.
A combination of the above results in a on-going flow of
information providing impressive capabilities in several
perspectives as in the following simple scenarios:
­ Top management assess POS network based on
customer satisfaction scores and complaint-related
information.
­ Analysts model Customer satisfaction scores
(available at the customer level) against time and
other dimensions – in order to evaluate internal,
procedures, quality of service, products, policies
and related decisions.
­ Marketing & Business analysts can benefit with the
availability of a customer satisfaction score along
with the typical customer metrics (profitability, credit
risk, usage figures), thus further modeling and
explaining phenomena like churn, non-payment
behaviors, non profitable decisions.
Deployment & Monitoring
Survey management dashboard
A rich graphical user interface that presents the
campaign entity in a unique way: basic attributes,
target group definition, critical ‘events’ along with
statistics and status history. Tabulations and charts
provide an instant, accurate picture for the selected
campaign.
Target Group Design
Dynamic participants list creation
Functionality enabling dynamic ‘target group’
definition and management. The authorized user can
query the integrated customer database and define
complex subsets of customers (satisfying certain
combination of criteria). This target group can be the
basis of one or more surveys. Random sampling,
profile analysis and balancing are some of the
advanced utilities provided for effective target group
design and management.
Analysis & Presentation
Real Time Results, standardized reporting
The analytical part of the system providing analysis
and reporting functionality on the collected responses.
Consists of standard reporting analyzing each single
survey (implementing typical questionnaire response
analysis), dynamic reporting enabling instant filtering
of the results using ‘external’ criteria on customer
demographics, agent information, date/ time or
channel. Cross – Questionnaire analysis is also
feasible for certain cases (such as employee surveys).
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