Clients

In addition to our Survey Design and Survey Data Analysis Workshops

-- see attending companies -- recent Great Brook client projects

have included:

The Customer Satisfaction Survey, developed and executed through Fred Van Bennekom, provided us with useful and actionable insights into the overall customer experience we provide. The nuances which Fred provided visibility to clearly made the difference in the success of this project.

The final data review was thorough and comprehensive; cut into ways we would never have thought of. The entire project was handled in a very professional manner, was completed on time and within the original parameters agreed to. Because of Fred and Great Brook Consulting, the project was done right!

Lawrence C. Painter

Director of Marketing

Island Oasis Frozen Beverage Company

Assessment of support web site for a major organization.

Measurement framework for the customer's total cost of ownership of a company's product and recommendations to improve the product design process to incorporate Design for Supportability elements to help lower TCO.

Architect of a client's online delivery web site for customer satisfaction results, providing high level and detail data in format with high usability characteristics.

Creation and execution of a customer satisfaction survey project for Island Oasis.

Conducted a mystery shopping research project for the warranty services of competitors of a Fortune 500 company.

Development and delivery of a training program for support managers at MRO Software.

Performing customer research using focus groups, conjoint analysis surveys, and traditional surveys for Sun Microsystems Educational Services division to provide factual basis for the development of a customer rewards program.

Development of a telephone survey program for a Fortune 50 company's service organization. This project included testing four different survey scales to determine the scale with the best dispersal properties.

Research of the service distribution channel for Symbol Technologies to understand how more service could be sold through the channel.

Assessment of the internal help desk operations at EMC.