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