InfoQuest®
Customer Assessment
Customers are your company’s most valuable asset. In today’s fiercely competitive marketplace, a consistently high level of customer satisfaction is crucial to developing and retaining customers and growing your business. The first step is to gain a thorough and accurate understanding of what your customers specifically want, need and expect from you and your business.
As a leader in guiding organizations through value chain optimization, Business Synergetics International offers the ultimate solution for getting to the core of your customers’ likes and dislikes – the InfoQuest® Business Process Review.
InfoQuest® is a unique survey-driven Business Process Review that measures, analyzes and utilizes customer satisfaction as a strategic development tool. The premise of the program is the proven fact that customer complaints are often not openly voiced. The most common manifestation of that reality is the long-standing customer who one day takes their business elsewhere – usually with little warning or explanation. With InfoQuest®, such business losses can now be avoided.
Some of the advantages that InfoQuest® offers over many other customer assessment programs include:
A Unique Approach that avoids the weaknesses and flaws of paper, telephone or web based surveys.
High Participation and Response Rates eliminate the effects of “far end of the spectrum” responders and allow you to focus on the accounts that drive the revenues of your business.
Pre-Validation of Customers generates interest in the process and establishes a basis for “closed-loop’ communication on the back end.
Actionable Questions in 8-12 performance areas provide an in-depth understanding of customer needs and give you the tools needed to produce change. All questions are fully customizable.
Perceptions of Anonymity produce candid responses. Allowing customers to comfortably “tell it like it is” generates results that are far more accurate than other survey methods.
Additional Written Comments from an average of 60% of respondents delivers even further understanding and detail of customer opinions and needs.
Unlike standard paper or telephone-based customer assessment programs with response rates of 5% to 10%, InfoQuest® Business Process Review has an amazing average response rate of over 74%! With 75,000 surveys delivered in 56 countries using 21 languages, InfoQuest® is one of the most sought-after and successful customer assessment programs of all time.
InfoQuest® is more than just a customer satisfaction survey. It is also a corporate benchmarking sales development tool. Meeting and exceeding all customer survey and feedback requirements under the ISO and QS quality standards, InfoQuest® is offered as a primary component of any continuous improvement program. InfoQuest® is arguably the most effective customer relationship building and CRM management tool available anywhere – without all the expensive software.
InfoQuest® Business Process Review is delivered to individuals in a non-intrusive, yet somewhat difficult to ignore box. Due to its size, it gets past “gate-keepers” to the intended recipient, and doesn’t get lost on the desk of survey-weary respondents once delivered.
Due to the “game-like” nature of the InfoQuest® survey, respondents enjoy participating. Questions are randomly posed on individual cards and participants sort them one at a time into well defined drawers, thus eliminating “score-keeping” and patterned responses that skew the results of other types of surveys. Our unique “Q&A” device is viewed as high value, so it gets attention – and results!
The InfoQuest® Survey Box may be the most unique and effective data collection method in the world, but we don’t stop there. The true value of any survey lies in what it produces, and what the client can do with the results. Toward that end, we personally deliver every InfoQuest® survey with a comprehensive report and our briefing that contains the following elements:
• Executive Summary
• Summary of Aggregate Customer Opinions
• Problem Identification
• Individual Customer Responses
• Customers’ Written Comments
And dependant upon the program selected:
• Management Survey Results
• ProfitMaxSM Strategic Profile
If you are looking to sell more to your existing customers, reduce customer turnover, develop a partnering mentality between you and your customers, benchmark different divisions within your organization, encourage continuous improvement or simply install a recognized best practice, InfoQuest® Business Process Review from BSI is what you've been looking for.
Studies show that for every customer complaint the typical company receives, there will be, on average, 27 others that are never reported.
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“InfoQuest is a powerful sales weapon due to its incredible precision. Because selling to identified needs is always much easier, customer feedback via InfoQuest has more than once saved a sale by getting the customer to tell us the truth.”
– P. Rondina,
Digital Equipment Corp.
“(InfoQuest is) an invaluable tool in ensuring the plans we have within the business translate to improvements in the services we offer our customers... The Survey also highlighted opportunities to improve our service levels at our larger accounts.”
– T. Bestall,
Silvergate Plastics
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