Feedback Tracker

Do you know…

…if your customers are satisfied with all aspects

of your service performance?

…if their last service event may drive them to a competitor?

…what drives your customers' satisfaction and loyalty?

…what are the key areas of your service operation needing improvement?

Feedback TrackerSM

will help you answer these questions week-in and week-out

with almost real-time customer feedback.

Customer retention in today's competitive environment has never been more critical. Long-term customers are more profitable. Keeping those customers is quite simply, good marketing, and keeping those customers satisfied -- and more -- demands listening to them through an ongoing research program.

Feedback TrackerSM is a full-featured service that delivers transaction-driven survey information, providing you a near instantaneous listening post on your customers' perceptions of service delivery performance, identifying issues and concerns that need to be addressed through improvement projects.

Such continuous improvement of your operation will engender true customer loyalty and long-term profitability. Feedback Tracker'sSM survey data provides an external perspective on your service organization's performance, measuring its effectiveness, and providing a critical balance to internal measures of operational efficiency.

Why transaction-driven surveying?	Why Feedback TrackerSM?	Great Brook's other survey products:
Every time you service a customer, you're affecting how the customer views your organization. Surveying customers after a service transaction is a quality-control check, allowing you to: Monitor satisfaction levels Measure service delivery performance from the customer's perspective Identify customers with a complaint, allowing you to proactively invoke service recovery procedures Identify problem areas for process improvement programs Determine the key drivers of customer loyalty Identify business opportunities Demonstrate the value your service organization delivers to the overall organization Drive retention rates, which is key to sustainable profitability	Feedback TrackerSM offers a comprehensive set of products for transaction-driven surveys. As you move from Track I to Tracks II and Track III , each product delivers an increasingly valuable combination of features so that you can buy the services that you truly need. We are professional surveyors with proven, demonstrated knowledge of how to promote customer loyalty through customer feedback management. We use the latest surveying technologies and are constantly researching how to improve the value of our surveying techniques. We provide those services that will lead to a successful customer surveying and loyalty program - at a reasonable price.	Survey Design Workshop Survey Data Analysis Workshop Survey Guidebook Survey Mentor Customer Feedback Audits Questionnaire Library Custom Survey Projects Next workshop offerings: Survey Software Source List

Track I

This introductory package is designed for service organizations that need a basic set of surveying capabilities. It provides:

A 5-question survey instrument developed with you from our Questionnaire Library

Customization of the questions for your organization's terminology

25 survey invitations sent each week in a weekly batch

On-line graphs and data tables of descriptive statistics

Track II

This mid-level package includes many features that enhance the surveying program's value.

Up to a 10-question survey instrument developed with you from our Questionnaire Library

3 questions designed specifically for your needs

Customization of the questions for your organization's terminology

50 survey invitations sent each week in a weekly batch

Stratified random sampling process

Administration controls on frequency of surveying specific customers

Daily escalation of customer surveys with problem situations

On-line graphs and data tables of descriptive statistics

Weekly trend report and commentary of a key performance measure analyzed along two demographic variables

Annual summary of findings

Track III

This premier Feedback TrackerSM product is designed for customer service organizations who want to closely listen to their customers. It provides:

Up to a 12-question survey instrument developed with you from our Questionnaire Library

Full customization as needed

Periodic instrument updates to test new areas of service performance

75 survey invitations sent each week in a daily batches

Stratified random sampling process

Client-specific scientific research to maximize response rates

Administration controls on frequency of surveying specific customers

Real time escalation of customer surveys with problem situations

On-line graphs and data tables of descriptive statistics

Weekly trend report and commentary of all performance indicators analyzed along three demographic variables

Determination of the drivers of satisfaction each quarter through statistical analysis

Quarterly summary of findings

Contact Great Brook for additional information, including the current price list, and to purchase your

Feedback TrackerSM product.