Know Your Current State
With more than 30 years of experience in conducting, analyzing and interpreting all phases and types of Marketing and Patient Research, Insights & Solutions can better link your tactical, Lean improvement initiatives with your strategic objectives. One way we can do this is to help you better utilize your Customer/Patient Satisfaction and Employee Evaluation results. Insights & Solutions offers a wide variety of services to help you better understand your present situation, the Root Causes of problems and help you develop and implement solutions that directly link to improved Customer/Patient Value perceptions and outcomes, attitudinally, as well as functionally!
Assessment / Research Services
- Secondary Research can be conducted to provide information on industry benchmarks, trends, competitive activities and process initiatives.
- Benchmarking. We can review and integrate your current Customer/Patient Satisfaction Studies with other available research to ensure that everyone fully understands the issues at hand, their importance to Customer/Patients (Brand proposition, Value, CTQ) and their relationship to Satisfaction, Loyalty and Advocacy. We can also perform a custom, Brand "Drivers" & TOPS Forecasting analysis or other research study to determine the key drivers for success.
- Custom Research in the form of qualitative and/or quantitative research can be conducted to better understand your Value Proposition and uncover gaps in customer/patient information and/or to gather employee feedback to help identify potential barriers and opportunities for success.
Qualitative:
- Ideal Experience Focus Groups or One-on-Ones are designed to get to the heart of what customers/patients are seeking. Rather than focusing defects, we have found that focusing on positive benchmarks for success is a much more effective method for uncovering needs and expectations.
- Executive Interviews among stakeholer groups (Management, Customers, Escaped Customers and others) can be conducted to investigate Current State," Root Causes to help develop effective and efficient improvements .
Quantitative:
- HPEDQ Organization Evaluation. Using our proprietary High Performance Enterprise Development Quotient (HPEDQ) survey, we can assess your organization's current state, through the eyes of your stakeholders, on a wide variety of organizational issues. The HPEDQ assessment results will reveal your organization's strengths and weaknesses to help in prioritizing internal and external improvement efforts.
- Customer/Patient Studies. Targeted studies can be conducted to fully understand attitudes, perceptions and "drivers" of your organization, its Brands, products and services. These studies are designed to fully reveal your position in your marketplace, including: Share of Mind, Share of Purchase and Wallet, Positioning, Strengths and Weaknesses, Customer Satisfaction, Loyalty and Advocacy. These can be conducted on a pre and post basis or on-going to measure and track progress and sustainability.
- Lean Six Sigma Analytical Techniques. Insights & Solutions can educate your staff on alternative analytical techniques and help you implement them in your various research studies. These "new" techniques will provide more predictive measures of success, help stop the blame and shame culture that often surrounds research results and help your training departments, managers and employees focus their efforts on more productive and effective means for achieving organizational success.
Call Insights & Solutions today for more information.
(928) 951-0018 or
Charles Shillingburg at
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Charles Shillingburg
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