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.We have established the following Get Satisfaction communities for our lifecycle studies:
- MBA Student Entry Survey Community
- MBA Student Midterm Survey Community
- MBA Student Exit Survey Community
- MBA Alumni Survey Community
“Customer insights are central to continuous improvement and innovation in our firm,” said Brian Mahoney, Managing Partner of Percept Research. "Get Satisfaction is a great complement to our end-of-project client surveys. It encourages our user base to provide open and transparent feedback, and we are eager to see how they respond."
Armed with insight gained from user feedback, we can make better-informed decisions about enhancing the firm's offerings. Users can rate Percept Research on a scale of 1 to 10 in each Get Satisfaction community, as well as vote on the ideas of others so the management team can assess their overall popularity. Community content is easily searched through the Get Satisfaction platform, so all content provides long-term value for our client base.
Customer feedback has been essential to the firm's unprecedented growth in the higher education space. Mr. Mahoney commented, "We expect Get Satisfaction to help our users become even more engaged. It is built specifically to encourage the kind of participation we want as we grow. We believe in continuous innovation and are dedicated to data-driven decision making."
Whether you have encountered a problem or you have a great idea that you want to share with us, you can always let us know at http://getsatisfaction.com/perceptresearch or by clicking the "Feedback" tab on the left-side of the browser window for any of our web properties.
If you have a technical issue, you can simply type your question into the "Question" box. Once you click "Continue", you will see a few links to questions that may contain the answer you were looking for. If not, you can post the question, and you will get a response from a Percept Research employee or someone in the community.
Also, you can post ideas in the same space simply by clicking the "Idea" tab. Additionally, you can report a problem and provide praise using the tabs provided there.
Give it a try and let us know what you think!
Brian Mahoney, author for this article, is a marketing research consultant and Managing Partner of Percept Research. Brian welcomes your questions and comments.