Research and Analysis Methods
At Questar, we understand that the quality of analysis determines the value of information. Our objective is to deliver findings to our clients that are accurate, insightful, and actionable. To confirm the known. To uncover the unknown. To provide information that can close the gap between good service and great service.
There are dozens of methodologies and processes available for analyzing data. Not all are appropriate for satisfaction research. As a leader in customer satisfaction research, we have refined a suite of statistical tools that we believe are the industry standard for drawing out the information that clients want and need to build and manage effective service models. These comprise the InSightSM Analytics.
There are dozens of methodologies and processes available for analyzing data. Not all are appropriate for satisfaction research. As a leader in customer satisfaction research, we have refined a suite of statistical tools that we believe are the industry standard for drawing out the information that clients want and need to build and manage effective service models. These comprise the InSightSM Analytics.
Attribute Differentiator AnalysisSM
An effective service model determines how customers will be treated and what they will experience during their visit to your locations. It is critical that managers understand the impact that each element of their service model has on customers. Some elements exist only to prevent dissatisfaction, while others are intended to make positive impressions. Some elements may not matter to customers at all. The Attribute Differentiator AnalysisSM effectively identifies the customer impact of every service element, arming managers with powerful knowledge of where to minimize, sustain, or amplify their efforts.
Satisfaction Optimization
The correlation between customer satisfaction and loyalty to a brand can be a powerful way of building long-term revenues. Efforts directed toward improvement of satisfaction are an investment in that outcome. However, as in any quality improvement process, there is a point of diminishing returns. The same is true for service improvement. The Satisfaction Optimization analysis can identify the point at which your locations are getting maximum affect from service improvement, and therefore the point at which those efforts can be sustained, but require no further improvement. This important information allows front line managers to determine where best to invest usually limited resources and effort most effectively.
Predictive Linking Model
The ability to identify important relationships between elements of organizational performance and their resulting impact on revenue growth can be a important element in effective strategic planning and tactical execution. Obviously the relationship between satisfaction and loyalty is an important one. But there are other factors that may be important as well: employee satisfaction, employee turnover, manager turnover, age of location, and other elements. Our Predictive Linking Model can search out and quantify these relationships, providing direction and justification for organizational change of all types that might improve the customer experience.
An effective service model determines how customers will be treated and what they will experience during their visit to your locations. It is critical that managers understand the impact that each element of their service model has on customers. Some elements exist only to prevent dissatisfaction, while others are intended to make positive impressions. Some elements may not matter to customers at all. The Attribute Differentiator AnalysisSM effectively identifies the customer impact of every service element, arming managers with powerful knowledge of where to minimize, sustain, or amplify their efforts.
Satisfaction Optimization
The correlation between customer satisfaction and loyalty to a brand can be a powerful way of building long-term revenues. Efforts directed toward improvement of satisfaction are an investment in that outcome. However, as in any quality improvement process, there is a point of diminishing returns. The same is true for service improvement. The Satisfaction Optimization analysis can identify the point at which your locations are getting maximum affect from service improvement, and therefore the point at which those efforts can be sustained, but require no further improvement. This important information allows front line managers to determine where best to invest usually limited resources and effort most effectively.
Predictive Linking Model
The ability to identify important relationships between elements of organizational performance and their resulting impact on revenue growth can be a important element in effective strategic planning and tactical execution. Obviously the relationship between satisfaction and loyalty is an important one. But there are other factors that may be important as well: employee satisfaction, employee turnover, manager turnover, age of location, and other elements. Our Predictive Linking Model can search out and quantify these relationships, providing direction and justification for organizational change of all types that might improve the customer experience.
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