What is

Voice-Of and Survey Services

Operating in today’s competitive environment proactive measures must be

taken to protect and improve the relationship and engagement with critical

resources.

InfoQuest®, BSI’s proprietary “Voice Of” tool, provides candid responses regarding all

aspects of your business relations.

Voice-Of and Survey Services

The InfoQuest® program’s powerful analytical tools and methodology eliminate the flaws and limitations produced by other types of surveys.

• The worldwide average InfoQuest® response rate using the unique survey box is greater than 65%.•Far better than mail-out, hand-out, telephone or online survey.

• InfoQuest® is the premier Customer, Supplier, Employee and Member Satisfaction and Engagement Survey Process.•More than 140,000 surveys have been delivered in 104 countries using 25 languages and a database of 5 million responses.

BSI/InfoQuest® Deliverables•Best Response Rate – Unique Survey Box Or Web-Based•Benchmark database for comparative purposes•Mitigates Effect Of Patterned Responses•Responses By Participant (If Needed)•Survey Box Is Engaging & Fun•Not Intrusive To Participant•Avoids Cassandra Effect• BSI/InfoQuest® Workshop To Target

Immediate Improvement Opportunities

Types of Surveys

• Customer Feedback• Employee Engagement• Supplier / Vendor Engagement• Association & Non-Profit• Business Partner• Banks & Credit Unions• Benefits and Results

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.

Customer Feedback Survey

Employee Engagement SurveyBSI/InfoQuest® Employee & Staff surveys are a proven vehicle for identifying internal roadblocks to communication, productivity and

healthy morale. Businesses suffering the costly effects of high turnover can isolate the reasons and stop the hemorrhaging. Even

businesses that are running smoothly can improve their operation by listening to the “Voice Of” feedback from employees and staff.

Although the delivery mechanism on employee satisfaction surveys differs from that used in a standard survey,

the InfoQuest® survey box remains the driving force. Using our prescribed system, the average response rate will generally

exceed 95%.

Supplier / Vendor Engagement SurveyFor most companies, improving and creating closer supplier and

vendor relationships will create benefit in both operations as well as customer service.  Supplier relationships can be a source of competitive advantage since suppliers are critical to servicing

your customer and, thus, your company’s success.

The BSI/InfoQuest® process can provide you key “Voice Of” information to help improve supplier and vendor relations and

help you manage your supply-chain to drive out costs and improve service to your customers.

Association & Non-Profit SurveysThere are tens of thousands of business associations and non-

profits located all over the world - from industry support groups to fraternal organizations to cause-focused entities to Chambers of Commerce. Each relies on dues or contributions for their growth

and for their very survival. Often, they find themselves in competition with other organizations for limited resources.

BSI/InfoQuest® for Associations and Non-Profits utilizes the same methodology and processes that drive our other surveys to provide

this critical “Voice Of” feedback. The same survey approach, the same high response rates and the same attributable results.

Collectively, it is the most efficient way to determine which support areas are meeting needs, and which ones are missing the mark.

Business Partner SurveysIn many situations the company may rely on outside resources and

third parties for sales, distribution and business development efforts.  For most companies, improving and creating closer relationships with these critical outsider resources will be of

significant benefit. 

BSI/InfoQuest® surveys have been used to generate “Voice of” feedback from Dealers and Distributors, Re-sellers, Sales

Representatives, and even Internal Customers. Anyone who sells on your behalf, whether as an independent contractor, a licensee or as

part of your company, shares your interest of eliminating any obstacles to sales that stand in their way. Given a vehicle by which they may comfortably and safely express their views, most are only

too eager to do so.

Bank & Credit Union SurveysFinancial Services is one of the most competitive industries in the world. Millions of bank branches all offer the same fundamental

products and services. When all is said and done, it is servicing the customer that distinguishes those that dominate their markets from

those that do not.

BSI/InfoQuest® for Banks and Credit Unions has been proven to be an effective way to gain vital “Voice Of” feedback from customers.

From the effectiveness of relationship arrangement on the commercial side to the speed and accuracy of teller services on the

retail side, InfoQuest® is a proven way to see the institution through its customer's eyes. Every bank or credit union wants its

customers to view it as their first choice for all financial services. BSI/InfoQuest® can provide the market intelligence

needed to make that objective a reality.

Benefits & ResultsThe InfoQuest® Business Process Review and InfoQuest®

Employee Satisfaction and Opinion Survey offered and administered by BSI provide numerous advantages to organizations looking to implement such assessment

programs.  

These programs incorporate some of the most effective methods available for capturing opinions, and are among the most dynamic and actionable business-to-business

customer satisfaction surveys available.

Benefits & ResultsAlthough the benefits of using InfoQuest® are many and vary by company depending upon need, some of

the more apparent benefits in utilizing this highly effective assessment tool include:

• Helps you build and maintain business relationships in the face of corporate ownership and personnel changes.

• Doubles as an extremely effective sales building strategy by opening incremental business opportunities.

• Identifies specific customers or employees who are susceptible to overture from competitors, enabling you to isolate and correct problems before they become critical.

• Identifies areas of subtle discontent, unmet needs and unfulfilled opportunities that can cost you sales or loss of employees.

• Analytical tools available nowhere else in the world, including the ProfitMaxSM Strategic Profile, which identifies and prioritizes the key drivers of overall satisfaction.

• Gives you a clear, candid and unvarnished view of your company as seen through your customers’ or employees’ eyes

• Perfect for ISO, QS and other quality processes with customer and employee satisfaction benchmarking and tracking requirements.

• Helps improve overall customer and employee satisfaction and loyalty to your company.

BSI can help you and your company better understand the needs of your key relationships by opening up concise

lines of candid communication using InfoQuest®.

ContactTom McCabe - Senior Partner / InfoQuest Practice Leader

tom.mccabe@businesssynergetics.comTel / Fax:  (918) 553-8222