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Organizational Effectiveness Through Feedback Management
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>> Custom Research Projects
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Read our latest
newsletter article,
Read the proper use of different research methods for capturing effectiveness.
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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
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Great Brook's survey products:
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We've been offering educational webinars for years. Fred's presentation on "Designing a Survey Instrument" is the best attended event we've ever had. We received a much higher than usual number of questions from the audience, who were incredibly engaged and interested in the topic and in Dr. Fred Van Bennekom's knowledge. We've received numerous unsolicited emails and phone calls post-event from attendees complementing the presentation and looking for more information on survey design. It's honestly the best overall reaction we've ever had from an educational webinar. It is obvious from the reaction of the audience (made up of service professionals) that survey design is a key initiative for service organizations, and Fred really is the expert!
Michelle McFadden
Product Manager
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Great Brook is a specialist in survey research projects. We can conduct a survey for you from start to finish -- or collaborate with you on applying our expertise where it is most needed, such as creating a survey questionnaire design or performing survey data analysis. We do our targeted survey consulting through our Survey Mentor product suite. We also create broader market research programs of which survey projects may be a key part, and we specialize in service recovery programs and customer loyalty programs.
We have conducted many survey projects and excel in the challenges of creating a unique survey program to meet your needs, applying the techniques taught in our Survey Guidebook and in our Survey Design Workshops for those who wish to conduct their own survey projects or be a more knowledgeable partner in an outsourced survey project. Custom survey projects for a client might include:
Customer satisfaction survey, either transaction-driven or a broader relationship survey. We have particular expertise based on our background in customer service areas. Employee, HR, or training surveys. Assisting in the selection of survey automation tools.Bringing an outsourced customer feedback program in-house. We can help design the processes, select the automation tools, and assist, train, and mentor the program manager duriing the transition period.Small-scale research projects with interactive interviews to gauge customer, supplier, or employee attitudes about some aspect of your business.Redesigning service program offerings by statistical and qualitative analysis those program elements and business practices most valued by customers -- and thus those elements for which they are most willing to pay -- while leveraging the core competencies of your service organization.Analysis of competitor practices.Facilitating a company meeting to drive toward development of an action plan to address a critical business issue.Our first step in any such engagement is to assess your needs to be sure that whatever work we recommend -- or don't recommend -- truly meets your underlying requirements. We will determine the research approach that can best provide you the information or results to address that need, applying the best combination of research and statistical methods, such as:
Focus groupsPersonal interviewsCritical incident studiesMass administered surveysAdvanced statistical analysis tools, such as conjoint analysis and regression analysis -- whatever is best suited to the purpose.Next, we will develop a proposal and agree on deliverables and a schedule.
During the proejct we work with you in partnership. We may play the project management role and will perform the work as proposed, but as the client you obviously have the deepest knowledge of your company and the group of interest being surveyed. We will leverage that knowledge, but more importantly, we will involve you in key decisions during the survey project, for example, the design of the questionnaire and facets of the administration process. Through this partnership, we will deliver a higher quality product -- and you will learn more about the surveying process. As professional educators, we are most satisfied with projects where we leave the client with tangible deliverables and knowledge.
Our expertise lies in the design and execution of research programs. Contact us with your business problem and let us propose how we can help you solve the issue.