Loyalty experts at your side

MarketTools Research and Consulting professionals have more than a century of experience designing and managing hundreds of Enterprise Feedback Management solutions for the world’s largest companies.  

Our experts work with you to design and implement a results-oriented program that meets your business needs and delivers on schedule, ensuring rapid return on your investment.  The six-stage approach used by MarketTools is based on hundreds of successful client engagements and offers a proven formula for initial launch and superior, on-going operation.

1) Discovery, Strategy, and Planning

In a scheduled kick-off meeting at your site or via online conference we work with your team to:  

• Confirm program objectives
• Identify key stakeholders and touchpoints
• Identify appropriate sampling and data collection method(s)
• Provide a timeline of key tasks and responsibilities

2) Feedback Process Design

In this stage, our experts work with your team to:

• Design and program a customized questionnaire to produce actionable results  
• Upload CRM and ERP data that can be used to personalize invitations and analyze data
• Design customized invitations, automatic reminders, and other respondent communications
• Confirm sampling and touch rules

3)  System Test and Deployment

Before survey deployment, our team will:

• Test delivery of survey invitations, automatic reminders, and other respondent communications
• Test questionnaire flow and logic – all versions and languages
• Test touch rules and sampling within and across surveys
• Deploy your survey

4) Enterprise-wide Analysis and Reporting

To ensure you get the most from your data, MarketTools Research and Consulting experts will:

• Set up online analytics, interactive dashboards, and push reports
• Create executive-level reports to your specifications, including key findings, trending, analytic modeling, conclusions, and recommendations

5) Action Management and Alerts

Action management enables companies to respond to feedback within minutes.  Our consultants work with your team to establish:

• Business rules to activate alerts and cases
• Case status definitions appropriate for each of your feedback processes
• Team membership, time deadline, severity, and escalation for each case type

6) On-going Project Management

Our commitment to your success is on-going.  For the duration of your Enterprise Feedback Management program, a dedicated project manager will:

• Provide advice on program strategy and development
• Set up additional interactive dashboard accounts, filters, alerts, and cases, as required
• Point out significant findings in the feedback
• Refine sampling rates, touch rules, and other parameters, as necessary