NCCI Holdings Finds Success Through Inquisite Survey Software and Well-Defined Processes
NCCI’s Market Research Process Receives Raves from Customers
AUSTIN, TEXAS – May 20, 2009 – Inquisite (www.inquisite.com) is an established provider of Web-based software for easily collecting, understanding and managing feedback from customers and employees. The company’s customers, such as NCCI, leverage Inquisite technology and develop best practices, as outlined here, for implementing customer survey and employee survey campaigns. Florida-based NCCI has more than 1,000 employees and manages the nation’s largest database of workers compensation insurance information.
Executing as many as 70 primary marketing research data collection initiatives a year, including customer satisfaction, employee satisfaction, communication and training evaluations, could seem daunting for many marketing research departments. But for Joyce Valley, market research director for NCCI, a clearly defined process delivers quality data and has earned her department a 9.6 (out of 10) satisfaction score from her internal clients.
When Ms. Valley began working for NCCI ten years ago, she stepped into a paper-based environment with loosely defined marketing research processes. Soon she transitioned much of the data collection process online and created a framework for managing market research projects on behalf NCCI.
"A clearly defined marketing research process with established checkpoints at different stages in the process helps ensure our research delivers value to our clients and meets their requirements,” said Ms. Valley.
The combination of a disciplined marketing research process and the Inquisite Survey System enables Ms. Valley and her team to successfully manage the department’s numerous research projects. Ms. Valley cites Inquisite’s analysis tools, customer training program and customer support team as key reasons for using Inquisite as her online data collection system.
Highlights from Ms. Valley’s research process, which has proven so successful for NCCI and its clients, are provided below.
Understand the Goal
Take time with the client/decision maker to clearly determine why the research project is being undertaken, what the study will measure, and what decisions will be made from the research findings is perhaps the most important part of a research study. Everything else must map to achieving this goal.
Carefully Create the Sample
Target the sample to ensure the right audience is represented. Even when the client provides the sample, involve a screener to check for accuracy. Ensure the sample size is large enough to be statistically significant but not so large as to be wasteful of time and money.
Pre-Test Your Questions
Pre-test the survey with a small group of respondents to determine whether questions will yield the answers that meet survey objectives, and to confirm that questions are easily understood by respondents.
Process With Care
Prior to analysis, edit the data to identify any omissions, ambiguities, or errors in the responses.
Create a Valuable Report
Consistency in writing style, as well as in look and feel, is important. It is also important to write the report in a way that the client will understand—don’t use technical research jargon.
Review, Review, Review
While clients are always anxious to receive research findings, it is important to first quality check the numbers, interpretation and recommendations; and conduct an editorial and legal review.
Present for Clarity and Satisfaction
Sitting down with the client to discuss the results of the research in detail is important to ensure that he/she understands the findings, to point out any underlying observations you may have had during the interviews, and to ensure that your work product meets the client’s satisfaction.
Inquisite is a leading provider of Enterprise Feedback Management (EFM) software and services. Inquisite’s comprehensive solutions facilitate the gathering, understanding and acting upon business-critical data, getting the right information to the right people at the right time. Leveraging Inquisite, critical data can be easily integrated with existing business processes and systems, providing enterprises with the confidence to make the right business decisions to drive their business forward. Headquartered in Austin, Texas, Inquisite sets the pace by providing the best combination of enterprise power, operational simplicity, and measurable value. Across every industry, hundreds of leading organizations around the world use Inquisite for their mission-critical customer and employee loyalty initiatives. Making the right decision has never been easier. For more information, visit www.inquisite.com.
- Contact Information
- Wynn Hartley
- Marketing Director
- Contact via E-mail
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