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Better Customer Insight Equals Better Interaction
Bart De Moor – QuestBack Belgium
Increase customer retention withEnterprise Feedback Management
Quick facts
• Headquarter: Norway – Oslo• Strong, profitable growth since foundation in 2000 • 22 offices in 20 countries.• Over 3000 customers in over 50 countries (with local language functionality and support).
Vision and Mission
What?
To enable our customers to secure successful professional relations
How?
To provide outstanding value for our customers by developing and delivering online Ask & ActTM services that enable them to secure successful professional relations
Many organizations are trying to improve their relations with there customers/employees ... With results?
How can you bridge the gap between asking and acting?How can you bridge the gap between asking and acting?
Gartner Group Research
Gartner Group Research indicate that:
• 95% of all organizations collect feedback regularly from their relations
• only 10% actually act upon it / make changes
• only 5% inform the respondents regarding “what happens now”.
“Use the data, or don’t bother surveying the customer” Gartner, May 2009
Enterprise Feedback Management service
• QuestBack Quick Tour
www.questback.be
Mijn QuestBack: gemakkelijk en snel aanmaken en beheren van uw bevragingen.
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
Quest Designer (Easily create your own surveys just within a few minutes)
How can it look like?
Quest Reporter
Export reports + Webreport
Example: course/event/seminar evaluation
Invitation/RegistrationInvitation/Registration
Course/Event/SeminarCourse/Event/Seminar
Mapping of expectationsand prior experience(Questions to course holder)
Mapping of expectationsand prior experience(Questions to course holder)
Evaluation (I)”Did they like it?”
Evaluation (I)”Did they like it?”
Evaluation (II) ” Did you learn
anything?”
Evaluation (II) ” Did you learn
anything?”
Evaluation (III) ” Did they use it later?”
Evaluation (III) ” Did they use it later?”
Evaluation (IV) ” Did they generate
results”
Evaluation (IV) ” Did they generate
results”
Evaluation – 4 level model by Kirkpatrick
Level 1Reaction
Level 2Learning
Level 3Behavioural change
Level 4Result
Time
Evaluation complexity
Was the experience pleasant?
Did you learnanything?
Did you put in practice?
Did it generateresults?
Individual learning Organisational learning
Example: Sales / HR process evaluation
Customerexpections
Actual deliverables
Expectation gapDeal with any variance immediately
Rejected
offer
Mapping and evaluation of initial activities
Meeting evaluation
Entry- evaluation
Exit- evaluationReinforce relations to
existing customers
t
Waarom QuestBack?
1. Unieke ACT™/FOLLOW-UP via Dialoog en vragenlijsten
2. Zeer gebruiksvriendelijk
3. Ongelimiteerd gebruik, support & kwaliteitscontrole voor een vaste jaarlijkse fee
4. Export data in de meest voorkomende formaten + webreports
5. Europese marktleider in Enterprises Feedback Management service (EFM) sinds 2000
+ 3000 Customer over 50 countries over 30 branches