Data is only as good as the market research technology and the company behind it.
Market research reporting is a delicate subject. On the one hand, market research inevitably involves tons of data. At the same time, active business managers have little free time, and frankly, often little initiative to learn to understand how to read complex reports. Simply looking at a sea of numbers has no meaning. You need reports that allow you to quickly grasp the key points, relate the data to potential gaps, and translate it into actionable steps that improve customer and employee satisfaction.
Innovation is business-as-usual at Sterling Research Group. One perfect example is Report-IT!
SM, Sterling’s 100 percent web-based reporting system. This proprietary market research technology lets you focus your attention where it matters most, pinpointing the strengths and weaknesses of your products and services through your customer’s eyes.
Report-IT!SM delivers real-time survey results while allowing you to:
- Access survey data instantly, securely, and reliably from anywhere at anytime
- Quickly respond to dissatisfied customers
- Drill down to the data you need and perform ad-hoc queries instantly from your desktop
- Easily view, print, or email reports
- Control user access to reports
All without having to install or download any software. You can count on Sterling’s 23-year history of pushing technology to keep you ahead of the pack.
“With Sterling’s Report-IT! System, we have a quick avenue for deploying results of the survey across three states. Users are able to view member feedback the instant it is received, every day, from any location, with the only requirement being Internet access. We have found the system to be especially easy to use with 15 minutes or less of training our users can operate the system. Through the various modules of Report-IT! we can see how each of our members respond to the survey, focus in on members indicating dissatisfaction with some aspect of their service, rank contractors based on their performance and examine trends over time.”
-- Manager, Quality Assurance
Automotive Services Company
Want to see a few of the action-oriented reports available through Sterling? Sterling offers report models to satisfy a wide range of objectives. The models below define the overall concepts each is based upon. Your actual reports are specifically developed to address your unique needs, and continually evolve as the relationship grows and your needs change. Read the report summaries below and click on the links to see sample report images.
Scorecard
This report summarizes the average scores on all survey questions at predictable intervals. It can be run weekly, monthly, quarterly, and as needed to evaluate results from an individual, workgroup, department or your entire corporation. You can readily identify key numbers or findings through color, icons, and other means Sterling uses to help pinpoint the key observations.
TIP
Targets for Improved Performance, or TIP, combines satisfaction ratings with importance ratings to help each level of your organization focus their efforts where they’ll have the most positive impact on your customers. Sterling’s unique approach allows you to rank aspects of your offering from most important and least satisfied to most satisfied and least important so they fall into one of four quadrants, each calling for different actions. This allows you to easily identify and address items that customers are least satisfied with, but value the most. Sterling works with you closely to separate items that take more time to impact, such as a national marketing effort, from items you can address almost immediately, such as quickly responding to voicemails. The TIP report gives you vital data to both improve customer satisfaction scores and strengthen your customer relationships.
Ranking Reports
Ranking Reports assist you with building an incentive system for your employees, as well as pinpointing who needs training, and in what areas. Periodically ranking individuals or workgroups on the full range of customer relationship aspects allows you to provide bonuses to those with the highest scores. It also helps clarify the specific information, or best practices, that should be used to train those with the lowest scores. The net effect is an improved bottom line.
@Risk
Want a way to identify which customers are at risk, and the total sales dollars that could be potentially lost? How about being armed with this data before these customers go to a competitor, while you still have time to fix the issues they’re experiencing? Assuming good sales records are maintained, and you’ve had a customer satisfaction program in place for at least one year, the @Risk report provides this important data by integrating customer satisfaction survey results with sales records. It costs significantly more to attract a new customer than keep an existing one. The @Risk report allows you to proactively address customer satisfaction issues so you can hang on to customers you’ve already worked hard to attract.
Quadrant Analysis
Sterling’s Quadrant Analysis Report takes the guesswork out of where your marketing spend will generate the most sales. No more experimenting with scarce dollars or reacting to individual customers. By separating all aspects of the vendor-customer relationship into four distinct quadrants based on satisfaction level and importance, this report identifies areas where spending will have a significant impact (areas rated highly important but low in satisfaction), and which areas don’t require an additional investment and may, in fact, support a reduction in spending (rates low in importance but high satisfaction).
