The Questar InSight^SM Satisfaction Monitoring System -
A Complete Solution

InSight gives you more than the ability to survey your customers. It allows you to resolve any problems that your patrons have experienced, see how your customers compare you to your competitors, and create action plans for improving customer satisfaction.

IVR/Web Data Collection - One of the most important elements of your satisfaction monitoring system is the method by which you gather data. Questar works to assure that you utilize the channel that will make it easy and convenient for your customers to provide feedback; that the chosen method draws a representative sample of your customer population; and, that it can be done in the most cost effective manner. In addition, Questar is highly experienced in collecting data in a global and multilingual environment. Presently collecting data in 54 countries worldwide in 36 languages, if your company has units or franchises overseas, Questar is the experienced choice.

RealVoice Customer Comments - The InSight^SM system has the capacity to solicit and capture actual customer comments during the survey process. These comments are accessible by your managers in the customer's own voice describing their service experience. This information brings dramatic qualitative flavor to the quantitative ratings your customers provide. In addition, these comments can be coded to provide upper management insight into overall service trends that may be affecting your chain.

InSight^SM Online Reporting - In addition to the Satisfaction ScoreCard each of your locations receives, a central feature of the InSight^SM online reporting system is access to all information elements of your customer satisfaction program. The online access brings dramatic capabilities to your fingertips, any time, any day. The website brings together all elements critical to active service management: daily survey results, user definable reporting, customer comments, comment coding, reporting archives, and access to Best Practices.

Analytical Insight and Consulting - Data without expert interpretation and context has little value to your organization. It's in the talented hands of Questar's expert analysts and consultants that customer satisfaction research comes alive. These skilled individuals draw out implication, insight, and trends from your data and deliver them in real-world context. The advice of our consultants draws from real world experience, more than 20 years of history with what works in your industry, and an insightful understanding of what successful service management requires. And last, but certainly not least, a vested interest in the success of your organization, and the skills to contribute to that outcome.

Best Practices Knowledge Base - Questar is a leader in establishing best services practices for clients in a number of important industry segments, including restaurants and retail, among others. Coupled with our innovative analysis process that identifies key areas for unit level improvement, Questar's Best Practices are an important front-line resource for correcting service problems, and maximizing the service quality. Our Best Practices prescribe how to solve problems and take specific actions for positive change. When implemented, the result will be a marked improvement in your customer satisfaction levels and higher loyalty from your customers.

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