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Case Study : Safeway.com
Some services were too basic, others were too complex or required too much integration. Only QuestionPro was "just right". I'm able to do very sophisticated analysis, but the surveys are simple to create and the data is automatically tabulated.
Preeti Nathan, Customer Insight Manager, Safeway.com
Historically, Safeway.com information collection was disjointed and more complex. Preeti Nathan, Safeway.com's Customer Insight Manager, conducted a comprehensive evaluation of the various online survey services, and ultimately selected QuestionPro for its blend of high-end features (like Conjoint Analysis), its user-friendly interface and its value. Partnering with QuestionPro has reduced the process to merely days and results in higher quality business intelligence for Safeway.com and a better experience for its customers.
In an effort to ensure the highest quality of satisfaction among users of its online home delivery service, Safeway.com created a new position that reports directly to an executive committee on a monthly basis. The objective in forming the group was to
"Now that the data collection and reporting is automated, I have more time to read every one of the customer responses to our open ended questions," Nathan said. "The actual words customers use to describe their experiences adds tremendous dimension to the quantitative data the surveys collect. As a result, we're able to get better insights."
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