MBA Evidence-Based Innovation

Percept Research Adopts Social Support with Get Satisfaction

Posted on Feb 28, 2012 8:30:00 AM

Our clients have a new, easier way to talk to each other – and to the firm's support team. Percept Research has incorporated multiple Get Satisfaction client communities as part of the firm's focus on customer-driven innovation. To minimize the number of repetitive support questions, we chose a social support solution that would enable users to see previous questions and answers.  

We have deployed a Get Satisfaction community for each of our larger recurring projects (e.g., Exit survey users have a dedicated community that can be searched separately from Midterm users). These communities are dedicated areas where our clients can exchange ideas, provide detailed input on how to improve our services, and get answers to support questions. This insight allows us to deliver the best user experience possible and plan for future enhancements to our research and consulting services.

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Tags: Brian Mahoney, User Community, Survey Support