QuestBack 2010

Europe’s leading provider of

Enterprise Feedback Management

– relationship development by collecting, analyzing and following-up business critical information

About QuestBack

QuestBack AS is a Norwegian company founded in January 2000

Profitable growth since 2001 – turnover in 2009 was about €16.5M

Head office in Norway with more than 50 employees

Offices in 17 other countries and 150 staff in total

More than 3,000 customers in more than 50 countries

Owned by Reiten & Co (68 %) and employees (32 %)

Strong focus on development of the technical platform

Since fall 2008, the companies Easyresearch and Refleks werebought and integrated into QuestBack.

QuestBack’s vision and business idea

Improve relations!

We assist all businesses in developing and retaining good and lasting relationships with their customers, employees and other important stakeholders.

With a cost efficient and user friendly service, we enable relationship owners to implement feedback processes.

Collection of feedback amongst European businesses

How can you bridge the gap between - ASKING and – ACTING ?

How can you bridge the gap between - ASKING and – ACTING ?

Source: Gartner Group Research

Studies indicate that 95 % of all European organizations collect feedback regularly from their customers,

but only 10 % actually act upon the results,

and only 5 % inform the customers regarding the changes.

QB5

Customer Value with QuestBack

1. QuestBack empowers the relationship owner No matter whether a relationship owner is a sales manager, HR director or marketing coordinator, we enable them to ask the right questions and to act upon the results. As a result, they are able to continuously improve their own organization

2. QuestBack delivers easy-to-use services The relationship owners are often busy people and not necessarily research specialists. QuestBack is synonymous with user friendliness.

3. QuestBack supports knowledge transfer Questback has developed a wide range of tools that support knowledge transfer, including our online customer portal, templates, e-learning modules, courses and available resources for quality assurance. The goal of all these efforts is to enable the relationship owners to ask the right questions, to analyze incoming feedback and to act upon the results to further develop their professional relations.

4. QuestBack offers unique Ask & Act functionality Built-in functionality enables both Asking (information gathering) and Acting (decisions and follow up). The two are tightly linked. Using both guarantees success.

5. QuestBack enables process driven feedback By including QuestBack as an integral part of their organizations processes, customers will enjoy successful professional relations. A flat fee subscription model encourages a wide range of usage.

Direct access on the internet – no downloading

My QuestBack

Traditional sectors / areas of use

Our customer constantly find new areas of use for QuestBack. Our experiences show that the longer a customer has been working with QuestBack, the more quests they conduct in different areas of use.

If needed, QuestBack assists with finding new areas together with the customers and with implementing QuestBack to maximize the value of QuestBack for the customers.

Event driven feedback:- Customers, members and employees

Expectation at point of entry

Actual delivery

Gap of expectations

Work with the gap at once!

ENTRY- Why do they choose us?- Mapping of expectations

Mapping and evaluation of initial activities

Meeting evaluation

Case lost

Entry evaluation

Exit evaluation

Improve relations with existing …

… Customers

… Members

… Employees

NB:Go to Templates and choose Public to see some examples.

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Library of templates

A wide range of templates in many different languages can be used as inspiration and starting point for own quests.

Example of a template

Subscription / evaluation for training, event

Evaluation (I)Immediate feedback, ideally 1 or 2 days after course / event

RegistrationDetails of participants?

Ask about details of potential other participants!

Evaluation (II)More and more

organizations measure the effect of training later on

Expectations andPre-knowledge Mapping

TIME

Course / Event

Collecting information

Create a quest• Use a template for inspiration• Choose correct rules and features• Involve QuestBack for quality assurance

Invite your target group(s)• Via email invitation• Via general URL• Automatically

Analysis and reporting• Reports are generated automatically• 7 different export formats• Easy to split up and customize reporting

Receive feedback• Quick response• Good overview over data collection• Automatic notifications

Quality Assurance

Go to the preview of the quest.

Copy the URL of the preview in the browser address field.

Send the URL to QuestBack for quality assurance.

NB:Make sure to include extra time

for quality assurance when planning a quest

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• No additional costs, included in subscription

• Focus on the technical setup of the quest

• Use of scales and answer alternatives

• Other tips and suggestions

Workshops

We assist customers when it comes to planning and conducting actual survey projects, finding new areas of use, and more. Contact your local QuestBack office for more information.

Mapping

Wording of questions

Quest design / structure

Next steps

Easy to add questions and answer alternatives

Choose between a wide range of options to customize your quest.

Question preview

Use QuestBack generated email invitations to address resondents personally.

In case you do not have the email addresses of the respondents, you can link the quest via a general URL to a website, intranet or newsletter.

Distribution of a quest

Choose reports in all major file formats – ready to be exported

Web reports

In addition to exports, you can generate and activate so called web reports. Web reports are accessible online via a URL and allow third persons to follow all incoming answers, without having to log in to the QuestBack service.

Web reports are continuously updated in ”near real-time” (i.e. with a delay of up to 15 minutes).

Follow-up A unique opportunity to follow up specific respondents afterwards, no matter whether they have answered with hidden identity or not

Customized feedback and/or new quest

Response / dialog

Example:

Send specific information to all respondents that have answered with ”1” or ”2” to the question.

Follow-up is also possible 1-to-1, e.g. based on freetext answers given by respondents.

*ACT

Very unlikely Very likely

“How likely is it that you are going to continueto be a customer next year as well?”

Automatic follow-up: Notifications

Create Notification in the Quest Designer

Respondents choose a particular answer alternative in Quest

Receive notification e-mail

NB:Send notifications to the

responsible persons for follow-up or directly back to the respondents. For more information, check : www.questback.com/cms2/tutorials/notifications/notifications.html

iThe response person for follow-up can enter into an email dialog with the respective respondents.

Comparisons of answers

Comparisons allow to discover trends

QuestBack allows comparisons of up to 6 datasets within the same quest or against results from previous quests.

Cross Tabulations of answers

By crossing answer alternatives of two questions against each other, one gets a more detailed picture on how answers are distibuted among the given alternatives.

Option to get a customized layout (skin)

Our price model is based on a yearly subscription that includes all use of the service.

Unlimited use of the service in the subscription period, both when it comes to quests and reports Up to five (5) names users within the same legal entity in the subscription period Free access to our growing library of public templates Support (phone and email) during normal business hours Quality assurance of quest s Workshops with actual quest projects (e.g. content or structure of a quest) Always access to the latest version of the service.

Pricing

More than 3000 customers www.questback.com/customers

Interested in seeing some examples?

By clicking on the icon to the right, you get to an example of a multilingual quest created in

QuestBack.

Once you have submitted your answers, you will be forwarded automatically to the results.

A click on the icon to the left opens the Quick Tour where you get a 4-minutes overview of QuestBack.