relationships with multiple sample providers to deliver the highest possible incidence
video streaming technology for ad testing
affordable – efficient infrastructure and 24/7 environment
customized reporting
Surveys
Consumer Insights
Worldwide Concept Viability Studies
Customer Satisfaction Surveys
Online Focus Groups
Mobile & PDA Applications
MARKET & CONSUMER INTELLIGENCE
ZeeProbe has experience supporting clients worldwide across various industries in the following types of consumer insights and market research studies:
Multi-Modal (Can integrate all the modes based on the study requirement)
Door-to-Door (Globally)
ZeeProbe will program the web-based surveys, handle all mailings for the surveys and complete all necessary data entry from the various methods of data collected for real-time reporting through our online reporting tools.
ZeeProbe provides survey programming, multimode surveys (phone, face to face, mail, online), data reporting, warehousing and data mining and web related solutions to meet all survey and data collection needs of organizations worldwide utilizing various combinations of collection methods including email, internet, telephone, paper surveys and PDA’s.
ZeeProbe’s foremost commitment is to provide actionable results in the most efficient and intuitive manner possible. We provide you with real-time reports through our online reporting tools as soon as the study goes live and the paper data that is sent back from respondents is seamlessly integrated on a daily basis with the online surveys. While many web-based survey operations offer online reporting capabilities, on most of these systems the client cannot look at reports based on unduplicated, clean data which includes surveys received from all modes of data collection in real-time. ZeeProbe is unique in offering this feature. The online reporting tools give you the ability to see the data by question/respondent and overall data including online cross-tabs.
Our project managers and technical teams have several years experience in fielding multi-modal surveys, survey programming, data warehousing and reporting. Several clients across various industries have been served, where we have been responsible for design, coordination and distribution of multi-modal surveys and managed all aspects of distribution, fulfillment, data collection and entry ensuring that integrity is maintained across the different modes.
The entire ZeeProbe team involved on a project will work smoothly and seamlessly with the client thus and making sure that all client requirements are met through the customization capabilities that meet the client’s reporting requirements.
On a project involving a multi-modal study we will:
Work with client to finalize the content and design of the surveys
Draft initial and follow-up letters/e-mails soliciting participation in the survey
Manage the mail and e-mail lists for accurate follow-ups with non-respondents (distribution list may be provided by client or ZeeProbe and will include all relevant contact information)
ZeeProbe will handle printing and distribution/fulfillment of any paper surveys
Program the surveys on the web
Conduct all initial and follow-up mailings/e-mails
Complete data entry on all surveys returned via mail
Provide client with real-time data reports– this will include all data that have been entered directly by respondents on the web and all data from mail surveys in real-time, an unique feature offered by ZeeProbe
Analyze the survey data
Work with client to create a report and presentation
Present results to client with recommendations
ZeeProbe will enter all data received from paper surveys received in the mail into the web-based system. This will allow client to look at online reports from the data in real-time, as the web-based data system will include data that have been entered online by respondents and those that arrived by mail. The online reporting system will allow the client to look at reports in real-time that merges the data from these common items/questions from various surveys and also breaks them by respondent type (paper or online).
This is a unique service provided by ZeeProbe, where you will have access to the paper and online survey results through ZeeProbe online reporting system as soon as it arrives back from the field. This is a core competence that ZeeProbe online reporting has that differentiates us and enables the client to slice and dice the data.
Our full service marketing research and consumer insights tools will help you and your system with uncovering deeper insights into your customers and market place and provide you with real-time information for superior business decisions.
Getting to the heart of why people do what they do and using that knowledge to continue to grow is important. Out performing your competitors with continuous innovation and helping your franchisees and operators do that is a valuable role that you play. We believe that insights are among the top capabilities that contribute to growth. It is a way for you to WIN!!
Insights = Innovation
It involves:
Reaching out to real people in their environment
Drilling down deep into their needs wants and beliefs
Your national, regional and local marketing support and effective media spend requires a superior understanding of the consumer at all levels. This approach builds intuition and improves decision resulting in the creation of insights, not just demographics and statistics. Deeper understanding of your target yields better decisions. All your functions can make use of insights.
Get close to real people, whoever and wherever they are
Find out their real needs, wants and beliefs
Understand their natural environment
Use the information to create sustainable competitive advantages
Create real business objectives
Challenge your beliefs and preconceptions
Challenge the status quo
Make the hard choices and implement
Where is the real issue and opportunity
Let ZeeProbe be the vehicle to help you with the following:
Know who your customers are
What they do
Where they are
What they buy
What they would like to buy
Explore psychological areas
What do they think and feel
What are their objectives and strategies
What influences their behavior
Competitor insights
Supplier insights
Employee insights
Let us help you design and manage the process to “probe” deeply with a broad set of inputs so that you are able to gain the insight into your customers of their shifts in behaviors and tastes. Long-term success comes when insights are widely, deeply and consistently integrated throughout your business philosophy and processes.
This will enable the creation of actionable opportunities for marketing and brand development to deliver the real competitive edge to your network and system of franchisees and operators with loyal and profitable customers.
If you are looking to expand domestically or internationally either through direct franchising, area development, master franchising, licensing or joint ventures, let us help you determine if your concept or product will actually be well received in a particular market or country.
As you are aware every country and culture is different with varying tastes, buying habits and preferences. You also may be well established in certain markets and looking to penetrate others or looking to expand within established markets. The same is true within domestic markets as well.
Let us help you and/or your consultants with the process of designing the study and collecting, storing and distributing this vital information.
One of the most important elements in a successful international venture is finding the right partner in a country that has favorable political, economic and legal environments for your concept to succeed. However that is simply not enough.
A lot of companies rely on the international partners or potential investors or prospects to do the research as part of their proposal to acquire the concept. Our experience tells us that it is simply not enough. You need to conduct in depth consumer level insights type of studies utilizing multiple methods to determine if the product or concept will work internationally.
Let ZeeProbe assist your international development departments with this part of the process. We can assist you with the following:
Worldwide concept and feasibility studies
Competitive landscape
Online surveys in multiple languages
Face to face interviews with consumers in multiple countries
Telephone interviews with consumers in multiple countries
Across the globe, organizations are giving enormous importance to Consumer Research and Customer Feedback. This information is the most accurate barometer that determines your level of execution of all systems, training, policies and procedures. This information is being evaluated at all levels to determine strategies for better performance. With increased level of competition, happy and satisfied customers should become your raving fans and allowing them to be part of the process as well as improve performance with the information will result in greater market and customer share and drive more dollars to the bottom line.
ZeeProbe can implement Customer Satisfaction and Quality Assurance/Feedback Surveys with which organizations are able to compile, measure and analyze valuable information with high level of accuracy, consistency and a much shorter turnaround time than using traditional paper surveys or telephone surveys.
We will help you get real-time access to key performance indicators such as service, branding, imaging, pricing, product knowledge, helpfulness, responsiveness, on-time delivery and others through our advanced tools.
Get answers to some of the very important questions that you need access to:
How satisfied are my customers with my product?
How satisfied are my customers with the service they receive from me?
How likely are the customers going to purchase from me again?
How likely are the customers going to recommend my product and service?
If there is one important element that defines success from failure in business today more so than ever before, it is the person that handles the transaction and is responsible for the positive and memorable customer experience that is backed by a strong infrastructure of people, equipment, training, policies and procedures.
Your business units will now have the information through ZeeProbe to create a better environment for their employees that fosters this kind of behavior and the home office will have real time access to local, regional and national information to modify and improve training content, tools, delivery methods, tracking and feedback mechanisms.
Increase retention rates, punctuality, productivity, morale and customer service issues by asking your employees what they are thinking on an ongoing basis by implementing the following:
Employee Satisfaction Survey
Employee Morale Assessment Survey
Manager Effectiveness Survey
New Hire Survey
Employee Orientation Evaluation Surveys
These are examples of various tools that we can help you implement to improve your organization performance at all levels resulting in increased profitability.
Franchise systems should have sound quality assurance reviews that are conducted at least once a year if not more often. Usually these are the responsibilities of your field support personnel. We recommend that you either complement your field reviews with a franchise self review or 3rd party review within the same time frame and/or have it available incase your field support team just could not get there to conduct them on time. Let us sit down with you and develop an efficient system which will result in information available to you real time. One of the main attributes of a strong Franchise system is the consistent brand, look and feel across your locations and we will help facilitate that.
How about this? A new promotional campaign, product, system or procedure was rolled out? Find out how it performed so that you can maximize the effectiveness of your next one. We can help you.
Customer experience at the local level determines success or failure. What you derive in your inspection of your business units need not exactly be what the customer experiences. Let us help you implement a system of complementing your audits with another set of eyes and tools. Unit Level Performance gives you an exact picture of what happens in your locations. Here are a few things which you could assess with Unit Level Performance:
The attitude and knowledge of the employees
Dress code
The shop image, décor, merchandizing and presentation
Availability of products
Display of products
Time needed for a customer to be attended
Employees awareness of product availability and product specifications
Speed and quality of service
Compliance with company standards relating to –
Service
Store appearance
Systems
Presentation
We could do this for you in three different levels.
Level 1: Your location can be called and the items that would be appropriate through a phone call would be rated and assessed. The feedback and results would be available to you real-time, for eg.-
Greeting
Customer service
Product knowledge
Cross selling
Up selling
Message on Hold and related items
Other
No need for a physical visit. Tremendous cost savings.
Level 2: Your franchisees and operators can now do self-audits. With guidance and preparation, we can have them upload on our servers the required and recommended documentation including digital photos, for eg.-
Machine logs
Training records and certificates of employees
Equipment lists and related specifications
Menus and price lists
Insurance coverage documents
Marketing and collateral materials
Exterior and interior store appearance including signage
Other
We will create a library and catalogue of all items by store number which you can access and therefore sort and rate anyway you would like to. Once again, no need for as many physical visits that you do today or not able to do. More cost savings.
Level 3: We send our personnel to the physical location with PDA’s to assess operations just the way your field personnel would do it and provide the results to you real-time on all the objective items that could not be done over the phone and a self-audit. Huge cost savings.
Let us sit down with you and we will customize a solution for you that you will be comfortable with. It could be a combination of all 3 levels or any one of them that is of interest to you. Our experience shows that more and more franchisees feel that they are not supported well and the only support that they get is eaten up by the field reviews and audits.
Now, ZeeProbe can help you and your field support personnel become true “Business Consultants” and not “Corporate Cops” to help their locations and regions grow their bottom line. Let us handle the audits, review and give you the market, performance and financial intelligence so that you are able to benefit from the following:
Look at the key drivers of sales and profitability real-time
Become proactive to support your system with the right tools and information to have the right impact
Improve your bottom-line
Get better validation in the field from your franchises to grow your network
Motivate your field personnel to drive better results, build relationships and increase retention
Motivate your franchisees to adopt the new system with ease of use implementation, better support from home office, conference awards and other incentives and recognition
Look at the results real time on a local, regional and national basis, and let us help you uncover areas of improvement as a result of the trend analysis that we will provide. We can do the same on your competition so you have the competitive data as well. Now you really have the edge.
How often are you asking your business unit operators for feedback? This is critical for any multi-unit system to get ongoing feedback on corporate policies, programs, procedures, strategy, direction, support and initiatives. They appreciate and welcome the opportunity to participate and have their opinions and concerns heard. This data should be shared with your Executive Management, Advisory Councils, Corporate and Field Personnel to strive for continuous improvement at all times.
In addition to assessing your customer satisfaction levels, it is important that you also survey and get feedback at the unit level management and owners.
There are a lot of issues that your operators won’t share with you and that is the reason why you should have an external consultant who could help you collect this vital information. You need to know if there are problems developing and you need to ensure that your network of operators are part of the process and giving you ongoing feedback to ensure your success.
After all, a happy front line would ensure a successful business.
Online focus groups provide you all the advantages of a normal focus group at the same time taking away the hassles of traveling and the logistics related to it. Online focus groups provide all the features like sharing of pictures, movie files, web sites and other relevant information that can be passed along on the web.
ZeeProbe’s online focus groups combines the dialogue-driven questioning of a focus group with the interactive, graphical functionality of the internet to produce a completely unique research tool. The experience of an Online Focus Group session and the quality of information immediately upon completion of a group will change the way you think about and conduct online focus groups.
Quality research with a human face: Online research does not mean you lose the human touch. The online environment elicits honest responses, uninfluenced by peer pressure or group dominance.
Market research at Internet speed: Projects conducted online can be turned around faster than face-to-face research without sacrificing quality. Conduct multi-city groups in the same day without leaving your office.
Research without borders: Online Focus Groups let you tap into markets around the world. If you need to talk to people with limited time, online research streamlines their time commitment, making recruitment easier.
While the concept of using PDA software for surveys and data collection has been around for several years, usage hasn't been very widespread until recently, as prices drop for handhelds and devices. Once limited to large corporations and businesses, pda data collection technology is now affordable for everybody, including students, researchers and small business owners.
ZeeProbe provides mobile, Tablet PC & PDA solutions for online surveys enabling real-time reporting facility even for face to face interviews. With an online mobile or PDA enabled survey you are able to conduct surveys across the globe and see the data in real-time, sitting in your office. Ideally suited for Mall Intercepts, Entry/Exit Interviews, Central Location Tests (CLT), Conference/Trade Show Evaluation etc. Mobile survey solutions are proving to be one of the latest editions in technology enabled online survey projects.
