Feedback Partners has only been open for business in Philadelphia’s Bell Atlantic Tower since the beginning of the year, but it’s already creating a niche in online market research. While market research is typically thought of as pinpointing trends to help companies make better decisions, Feedback Partners is doing that, plus enabling managers to quickly respond to individual customer feedback.
“This is new and sometimes it takes time for clients to understand the value,” says Michael Gargano, General Manager of Feedback Partners, whose clients include market research/consulting firms and end-clients who have in-house research expertise.
That changes, Gargano points out, when one important customer is saved based on an immediate response to a problem they shared via a survey from Feedback Partners.
“The value becomes crystal clear,” he says.
Feedback Partners bills itself as the first online research bureau focused on helping customers take action on individual respondents’ feedback. Its platform includes real-time alerts, dashboards and simple analytical tools, and Feedback Partners provides a full range of configuration, management and hosting services for both online surveys and focus groups. On-demand reporting is delivered via a Software-as-Service Web portal.
While its approach is new, Feedback Partners’ technology has been in use since 2000 by its parent company, PeopleMetrics, Inc., also of Philadelphia. The new approach, though, is a versatile one, and has use throughout a company’s management suite.
“Our dashboards appeal to executives who just need to see the most important information, while our tools for individual respondent feedback are designed for front-line managers who are responsible for keeping customers satisfied,” says Gargano.
Source: Michael Gargano, Feedback Partners
Writer: Joe Petrucci
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