What we do for the client

The structure of the InfoQuest Survey is designed to obtain the maximum amount of quality information in the shortest possible time frame. The process of collating 50 or more sets of cards; 3,000 questions across 60 addresses is extremely labour intensive. There are, however, five principal steps to the process.

We Help Structure the InfoQuest Survey
We come and see you to assist in determining the overall focus and objective of the survey by helping to explore and identify areas of interest, concern and opportunity.

We help select and structure the categories and questions, including the specific questions to be recapped on the individual customer response sheets. 

Help determine the number and identity of customers to be surveyed.

We Mail each Selected Customer
We recommend that a short introductory letter, on the client's letterhead, be sent out in advance of each survey.  The letter asks each customer to participate in the survey, points out that the purpose of the survey is to help the client serve them better, and promises to share the results of the survey with them after it is completed.

We Contact each Selected Customer
Outline the purpose of the survey and solicit their participation.

Explain that they have been chosen by the company to be part of the survey, and that with their agreement, the survey will be sent to them within a few days.

We Mail Surveys
Mail surveys to customers who have been contacted and have agreed to participate. Necessary return packaging and postage for each survey will be provided to each respondent. Box photo

We Enter the Data
Upon return of the completed surveys, the resulting data will be entered into the InfoQuest computers.  This process will be continuous as surveys are received at our offices.   

We will also contact those customers that fail to respond in a timely manner for the purpose of confirming that delivery of the survey was actually made.

We Prepare & Deliver Reports
Approximately 8 weeks after initiating the process for UK surveys, 10 weeks for European surveys and 12 weeks for Worldwide surveys, (assuming a normal survey response rate), the findings will be summarised and reports will be prepared. Click here to see a sample report (2.61mb).

We Facilitate a Workshop for the Senior Team
Included in the price of the first survey is a full day's workshop to review the results. Most clients only ask for a half-day session. The choice is theirs. Most workshops contain between 12 and 16 members of the senior management team from all areas of the business. During the workshop an Action Plan will be drawn up. After all, it is of little use getting all this feedback if nothing is going to be done with it.

We often work with global companies, helping them to achieve or maintain world-class standards. Wherever possible InfoQuest will designate just one member of staff to co-ordinate the customer satisfaction surveys and run workshops wherever they are needed. Whether you need us in Sheffield, Singapore, Shanghai or Shady Grove, we'll be glad to help and will just ask for our expenses to be paid. Click here for the 2-page Workshop pdf.


What the client needs to do for us

Devote some quality time at the outset to help clearly establish the overall focus and objective of the survey.  We will need to explore the your areas of interest to be able to help structure the survey in such a way that the results will be of maximum benefit.

Devise the categories of questions to be posed to your customers, as well as the specific questions to have recapped on a per customer basis. (click here for our library of questions and statements)

Provide names and contact information on the customers to survey.  Contact information will include precise spelling of company and individual names, current addresses and phone numbers, and the title of each individual to be surveyed.  Data to be made available on both disk (preferably Microsoft Excel), and Hard Copy.  If Excel is not available, we can accommodate a wide range of other formats, given sufficient notice.