Getting a true 360 degree view of your customers provides the raw material to deliver a world class service offering. Getting this view requires the integration of data from multiple sources and independent data acquisition systems. Building an integrated database to synthesize all of this information can be expensive and out of scope for many corporate IT resources.

Questar has built a central repository that does all of the hard work for you. The database already incorporates complexities of your organization relating to fiscal calendar, organizational hierarchy, geography, and franchise structure. Questar can then add real-time data feeds from your customer facing systems which provide unique views of your customer. Call center data provides a view of customer complaints and concerns. Your back end financial system provides insight into the business performance of each location. We can even incorporate data from a third party secret shopper program.

All of this information can be accessed through our Questar InSight system that provides real-time views of your integrated customer data. You will have one integrated dashboard that will provide you with a single view of how all of your customer experience metrics track over time.

Systematic monitoring of the customer experience bears little resemblance to single point in time customer satisfaction surveys. On-going measurement processes require integration with the underlying fundamentals of your business.

First, we align all of our reporting to your corporate calendars. Whether you utilize a standard calendar or a common 13 week fiscal quarterly calendar, we provide reporting that aligns to your business. Second, we have built an entire system around managing your business alignment. We provide insights to individual store/branch managers and all of the operational hierarchy that owns operational delivery. We can also define multiple views of your data to meet the needs of franchise as well as corporate management.

All customer experience data is highly time sensitive. When a customer calls your 800 number and complains about a service encounter, you literally have a few minutes to turn this into a victory for your company. Whether information comes to us by phone, Internet, or call center, the end-to-end integration of our system allows information to be captured, evaluated, and routed within a matter of a few minutes. We can even setup real-time messages or e-mail alerts to make you aware of situations that require immediate attention.

Even more sophisticated results are available within hours of data acquisition. When an emerging trend in wait time develops at one of your stores, you require quick insight and Questar provides it. And when your results start to improve, you can reward the appropriate owners of the issue for a job well done. Questar can literally provide you with a real-time pulse of the organization.

When the measurement of customer satisfaction emerged as a major opportunity for businesses to improve customer loyalty, Questar was one of the first companies to develop instrumentation and technology to support these emerging requirements. Questar led the way with a state of the art IVR center that created a myriad of new feedback approaches. Today our fully integrated multi-channel approach provides a solution that starts with a customer transaction and ends with a visual dashboard that delivers insight into your needs to change.

But innovation is more than just creativity. It’s built upon a fundamental vision of the future that enables quick response to emerging requirements. Because of the multi-channel nature of the Questar platform, we are well positioned to support newly emerging technologies such as social media and mobile. As technology and the lives your customers evolve, Questar will continue to innovate and proactively bring you solutions in the years ahead.

Questar’s delivery capability is built end to end for multi-lingual and international applications. We have delivered feedback programs in over 40 languages and can support all European, Middle Eastern and Asian language formats. We can advise you on all of the business, technology and research issues that have to be considered when implementing an international program.

Data quality is a fundamental and multi-faceted challenge for any program that measures loyalty and customer experiences. Data quality starts with proper survey design and error free execution. As the data is collected, we have designed an engine that can execute a full set of business and statistical rules that eliminate invalid data before it gets into the database.

Many organizations have begun to utilize our results in management incentive programs. We highly endorse this approach, but also understand the additional audit and oversight that is required to ensure the integrity of data to be used for these purposes. We have a full set of tools that can detect efforts to pad results or fraudulently alter results. We can even advise you on the appropriate rules to put in place to ensure program success.