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Information Technology
Studies in the IT
industry are conducted through our Specifics, Inc. division.
Specifics has been a leading provider of IT industry research for more
than 20 years. Comparative databases for both customer and
employee satisfaction in product and services firms help companies gauge
their performance against industry best practices. And, Specifics'
consulting services help clients maximize the value of their research.
Specifics publishes a series of IT Services Benchmarking Reports
to compare performance based on revenue and mix of services, an IT
Services Compensation and Billing Practices Report for every major
geographic location in the country, and an IT Services Executive and
Management Compensation Report. To download pdf versions of
Specifics' White Papers and articles, or to order copies of the IT
Services Industry Reports, visit www.specifics.com.
Customer Satisfaction Surveys
The key measure of customer
satisfaction is the customer's willingness to purchase additional
products or services and recommend such products and services to others.
In customer studies, we strive to measure and improve the
customer experience. At
every point of customer contact we have attributes of satisfaction to
measure and compare, including the sales process, installation,
implementation, training, support, and administrative processes of
contracting and invoicing.
Surveys are conducted from your customer lists via telephone, CTI, mail,
or the Internet. Pure measures of satisfaction, however, are less
valuable until you understand the expectations of customers and how
those expectations were set. To
provide you with the most practical and useful information, our approach
to satisfaction surveys measures the expectations of customers, as well
as attribute ratings. Frequently
the best course of action is to change the expectation setting process.
Our recommendations are based on years of experience and
published results.
Employee Attitude
Studies
Employee attitude surveys are widely used in the
IT industry. The employer can customize any or all parts of the
survey to address particular company issues. On many standard
points, Pioneer can compare results to our database of similar employee
attitudes. Detailed reports and analysis can be provided at several levels,
including regions, divisions, work units, etc. at the employer's
desire.
Upward Feedback Studies
These studies allow subordinates to evaluate their managers.
Questions are standardized to evaluate the manager's strengths and
weaknesses. Typically, a group of managers is evaluated, and a
confidential report is submitted to top management and an individualized
report to the manager who is evaluated.
Internal Customer Satisfaction Surveys
These surveys are designed to measure employee satisfaction with
corporate administration and support staff providing services to work
units, managers, and employees. They are often used to evaluate
the strengths and weaknesses of cooperative work efforts and determine
the need for reorganization or reallocation of internal work to
increase productivity.
Win / Loss Sales Analysis
In-depth telephone interviews are used to assess factors that affect
sales performance. The object is to develop criteria to aid Sales
personnel in preparing a qualification tool to evaluate the potential
success in turning a prospect into a new customer. The analysis
typically addresses such issues as the prospect's expectations,
decision-making processes for choosing vendors, and (for lost sales)
what changes would have produced a different decision.
Product / Market Studies
These studies are customized to address specific needs. Survey
objectives focus on characteristics of the market for products and/or
services.
Market studies investigate primary customers, primary competitors,
market statistics, and channels of distribution. Product studies
are used to determine potential demand, positioning, price-sensitivity,
importance, and desirability of new features and functions.
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