In the new economy it is about customer experience - way beyond traditional 'satisfaction' measures. While the focus is on Customer and Employee experience, we also undertake engagements among Channel Partners, Vendors and Internal Customers within firms. The service extends from measurement to improvement initiatives and change implementation assistance. We undertake these studies for global firms through web / tele surveys.
Information is based on quality data collection, primary and secondary. Our reliance is significantly higher on primary data sources. In all our engagements we sift through all secondary data sources for information relevance:
Insights are drawn from the information collected and sifted for its relevance to the engagement. In drawing insights, we rely on the relevant information and our expertise in similar engagements since 1985:
Ideas go well beyond information and insights (market research). These cover elements of setting out a 'Road map' and 'Go To' market strategy. This is based on cross pollinating Feedback's body of knowledge across sectors with information and insights culled for the engagement:
Implementation is about assisting the client to act on the information, insights and ideas provided by us. We hold workshops to enable the change management across the firm. We partner with other firms for end to end solutions. This service is limited to the Indian market: