We design, implement and analyze customer feedback research. The information we gather can improve customer loyalty and align a company's products and services to meet with customers' expectations.

Business areas impacted by our work:

  • executive decision-making
  • strategic planning and development
  • operations and logistics
  • marketing research
  • sales and marketing
  • human resources
  • quality control
  • consumer affairs


Programs enhanced by our research:

  • customer value assessment
  • brand equity awareness
  • customer retention
  • consumer relations
  • customer support services
  • sales and marketing strategies
  • new marketing initiatives
  • product/service test marketing
  • unit, division and corporate benchmarking
  • employee performance and retention
  • multi-step distribution

 

 

Ever hear of the names Gallup or Nielsen? If you're an American consumer, sure you have. Odds are you haven't heard of TeleSight. However, TeleSight is one of the nation's top customer research firms.

Unlike other market research firms, we focus exclusively on customer feedback research with most of this work dedicated to customer satisfaction research programs.

We design survey research programs and conduct this research through the highest quality telephone surveying techniques.

How can customer feedback help corporate America?

Customer feedback provides the important attitudes that govern purchasing habits: Does the customer understand the benefits of your company's products? Are you supplying the right services? Should there be new products on the horizon? Is the customer pleased or burned by his/her last transaction with your firm? Is there a quick way to remedy this problem? Are your customers about to jump ship and go to your competitor? Are your employees falling short of, meeting or surpassing your client's expectations?

Accurate customer research can provide the leading factors for developing streamlined business operations, well-conceived employee compensation plans, improved sales strategies, enhanced new product development and new market initiatives, better customer support services and consumer relations programs.

The work that we have accomplished has benefited corporations in diverse ways: one client has engineered an employee variable-pay incentive plan for over 30,000 participants based on our results, while another client has greatly improved its distribution system (see Real Life Applications). Our ultimate goals are to assist companies in improving customer loyalty, increasing revenue and driving down costs.

TeleSight's inception goes back to our dissatisfaction with mailed-out paper surveys due to the associated lack of statistical validity (as a result of non-response and self-selection), problems of timeliness and high costs. It was provoked by our inheritance of a large home delivery survey. Changing methodologies realized savings of $300,000 in the first year.

In general, our clients have reaped bigger rewards than they initially anticipated. The methods we adhere to are consistent, yet flexible. TeleSight's clients frequently voice their satisfaction with our eagerness and ability to "go the extra mile".

 

 

We specialize in customer feedback research. Our single minded focus ensures the highest level of customer interviewing, data integrity, data transmission, reporting and analysis.

95% of interviewers are college and university students or graduates. The interviewers are bright, articulate, upbeat and highly train-able; the result is "high-touch" customer interviewing.

We compensate interviewers on a pay-for-performance program based 80% on the quality of their work. We constantly monitor and review the quality of the survey research and the interviewer. TeleSight's interviewers are motivated to "raise the bar" in producing a positive customer experience for accurate, "actionable" data. Through this reward program, our continuous training and supervision methods have high employee acceptance.

We have a refined automated customer verbatim capture process. Our clients really get to hear the "voice of the customer". Manual processes have been removed from our systems to allow interviewers to concentrate on the dialogue with the customer. Interviewers are trained and paid based on the accuracy and probing nature of their verbatims.

We have state-of-the-art technology. Our systems eliminate paper and manual processes when possible, streamline file transfers, enhance visual texture of reports, provide immediate service recovery when appropriate, prevent inaccuracies and build in cost efficiencies which are passed along to the client.

Our headquarters and call center are located at one location. The result is unwavering quality control.

We are owner-managed. The principals are actively involved in every project. We are highly responsive to client requests and pro-active in volunteering analytical insight.

 

 

TeleSight, Inc.

820 N. Franklin St.

Suite 200

Chicago, IL  60610

 

 

 

(800) 608-3651