Your customers' views of your products, services, pricing -- as well as your business relationship -- are
invariably multi-dimensional. GuideStar Research helps you get to the heart of this complexity in ways
that help you move your business forward.
- Real-time online analytics- reports generated in GuideStar's new, 2nd generation Online Report Center (ORC)
- Advanced statistical analyses and modeling
- Written, key findings reports and consulting
Designed to dig deeper into customer survey data, GuideStar analytic services
reveal underlying causes and critical details that provide clients with the means to target their
actions for maximum impact with customers:
- Key driver predictive path models
- Account scorecard reports
- Customers at risk/customers of opportunity (CARCOP) reports
- Relationship ladders
- Deep Dialog Auditssm and more.
Customer satisfaction, customer loyalty, collaboration and strategic partnering are all dimensions that
need to be measured and managed in a business relationship to achieve improved business outcomes. These
include increased purchases, increased recommendations and a longer term commitment to do business together.
GuideStar survey research programs are custom designed to measure and diagnose the specific dimensions
and contours of your unique customer relationships. We conduct
statistical modeling to better understand
the perspectives that your customers take in viewing your business performance. In doing so, we link
customer responses on surveys to the business outcomes that you want to maximize. Through research and
ongoing consultation, we help you to improve your customers' satisfaction, loyalty, and advocacy.
- Where you are strong, where you are weak
- The drivers of your customers' satisfaction, loyalty, and the likelihood they will purchase additional products and services or recommend you to others
- Collaboration and strategic partnering with your most important
- Your customers' perceptions of the value of your products and services
- Specific actions and initiatives that are likely to have the most powerful impact on improving your customers' perceptions
- How you are viewed in relation to your competitors
- Your responsiveness to the concerns and issues that matter most to your customers
We can help you track your improvements over time on the key dimensions that matter most to your
customers and, when appropriate, we can design tracking indices that enable you to get a quick
overview of how your performance is changing over time. We can structure your surveys to provide
feedback not only on your company as a whole, but by region, specific accounts, account managers
or other staff who oversee and interact with your accounts, or by virtually any other important
factor that you can define within your business model.
Scorecard reports by individual account, by managed
segments of accounts or hierarchical groups of accounts, even by individual
survey participant (with permission), are generated quickly in the GuideStar
Online Report Center ready for printing, e-mail delivery, saving and sharing
or copying to Microsoft Office applications like Word, PowerPoint, Excel, etc.
These highly useful reports permit sales people and sales management to quickly assess strengths and
weakness in customer attitudes, perceptions and intentions and provide a solid statistical basis for
account management and planning.
This unique report identifies the degree of risk and the key dimensions of greatest importance to
customers at risk as well as the key dimensions of greatest importance to customers of opportunity.
As such, the report pinpoints specific customers to take action with - either to win back customers at
risk of defecting to competitors or to increase business with customers who desire closer collaboration
and partnering, those more likely to increase their business with our client.
GuideStar offers its clients a flexible and comprehensive analytical approach, which may include
qualitative research, aimed at the identification of solution profiles that secure satisfaction or
"delight" among customers. Using a conjoint design, GuideStar consultants collect and analyze empirical
data to develop strategic recommendations that help clients determine how to conduct and implement highly
effective sales, marketing and service processes and programs.
Conjoint analysis is an advanced statistical technique
which can prove to be essential in understanding customer preferences of
combinations of price and benefit options related to products and service
offerings, customer service, etc. By identifying alternative profiles
around relevant attributes (e.g., various combinations of price levels
and price models, quality and service, etc.), organizations can determine
which offerings are most likely to increase customer consideration, purchase,
satisfaction and loyalty.
Action Mapping is a strategic method that GuideStar
uses to support its clients' action planning. Within this analytical framework,
organizational areas that need immediate attention by decision-makers are
identified and highlighted. Segmenting customer survey findings on the basis
of their impact and favorability, Action Mapping emphasizes current customer
satisfaction and relationship strengths and weaknesses providing organizations
with a clear-cut, straightforward list of action priorities.
Deep Dialog is an essential, statistically-proven
research tool that can be used to determine the quality, health and productivity
of your collaborative relationships with your customers. Developed by
Dr. Howard V. Perlmutter and used exclusively in the U.S. by
Deep Dialog presents highly accurate information about key collaborative
relationships between groups. Deep Dialog audit scores are analyzed against
the findings in a normative database containing more than 30,000 cases worldwide
and are highly predictive of success and failure of the productivity of the
relationship being examined.
Your current relationship with any given customer
can be found along a continuum of customer relationships we define as the
Relationship Ladder. Whether you are providing commodity products and
services or strategic, customized combinations of products, services and
systems, GuideStar Research can help you understand how your relationship is
currently perceived by your customers and what actions you can take to improve
it - and to enhance business outcomes with each customer.
The GuideStar relationship improvement research process is designed to help you move your customer
relationships up the Relationship Ladder. Each level of improvement produces measurable increases in
customer satisfaction, quality of relationship and bottom-line business outcomes.
Centers allow you to view your
survey results in real-time as they come in. The ORC can also be set to
create alerts for customer problems or dissatisfied customers so that you
can intervene quickly. The drill-down features allow your custom-branded
ORC to provide customer or account views that summarize findings for specific
accounts (including their verbatim comments) so that your Account Team,
Customer Representatives, or Sales staff can better address their needs
To arrange for an online tour of GuideStar's ORCs, contact us at 212-426-2333 or by using our
To learn more about our specific customer satisfaction surveys and GuideStar
consulting services, click here.