Percept Research, a North Carolina-based market research consultancy, announced today that Steve Keppel has joined the client services team as a Service Quality Consultant. Steve will help lead the firm’s service quality consulting engagements using both qualitative and quantitative research techniques. He will also serve as a key resource in translating client custom research into actionable recommendations.
Mr. Keppel has over twenty-five years of market research experience with an emphasis in services marketing for financial, insurance and healthcare sectors. He specializes in customer service quality measurement and developed an integrated research approach for tracking customer service and satisfaction levels along with expectations of service.
Steve’s approach delivers an Annual Service Quality Action Plan through the implementation of continuous measurement programs that monitor customer service levels. This approach identifies skills gaps and provides individual learning opportunities where there are deficiencies. These quality measurement programs can include customer satisfaction studies, closed account studies, focus groups with both customers and employees, and shopper studies.
This methodology is applicable to higher education as students develop expectations of service delivery among several factors. Steve will assist Percept Research clients with more in-depth exploration of drivers of loyalty and service gaps identified by the firm’s MBA Lifecycle Survey Suite with the use of focus groups and in-depth interviews.
"Steve’s breadth of success are outstanding and we are delighted to announce that he has joined us,” said Brian Mahoney, Managing Partner of Percept Research. "We are constantly on watch for talented research professionals like Steve with a proven track record in delivering actionable insight and impressive client service.”
Along with designing and providing analysis for quantitative projects, Steve is an experienced focus group moderator. He has designed and moderated focus groups for financial and healthcare services clients as well as for diverse consumer products from fine fragrances and shampoos to wine and vodkas. Steve is proficient in the use of Perception Analyzer Dials which can be an effective methodology for commercial testing, ad campaign testing, spokesperson evaluation, and website usability testing.
Steve Keppel remarked, “I am very excited to join Percept Research. I hope to use my experience in service quality research to help our clients maximize the delivery of their product and service offerings to their customers. My goal is to provide our clients with the most effective and efficient research programs to help them discover solutions to their most critical product and marketing opportunities.”
Steve also has a lifelong interest in the entrepreneurial spirit. In 2006, he was asked to serve on the Board of Directors for The Economic Growth Initiative for Haiti and was named Managing Director for two years. The goal of this Foundation is to provide business training and financing to entrepreneurs in Haiti.
Steve is an avid sailor earning his US Coast Guard Merchant Mariner license as Captain. He currently lives with his wife in Carrboro, NC.
Please join us in welcoming him to our team!
