SEATTLE, February 7, QuestionPro, one of the leading providers of online survey services, has been selected by the online unit of Safeway.com, one of the largest online retailers in the United States, to power its customer satisfaction surveys. Historically, Safeway.com information collection was disjointed and more complex. 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
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.
"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." says Nathan.
"It was extremely time-intensive, and as a result, we were not able to address customers' concerns at the critical point," said Nathan. "It was more 'rear view mirror' analysis. With QuestionPro.s service, I am able to see at any point of the day or month where we stand, and make adjustments immediately to resolve problems or make our site better."
Because QuestionPro automatically collects, tabulates and presents easy-to-read graphical reports, Nathan found she has time for the most critical part of her job -- really knowing the customer.
"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," she 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."
QuestionPro.s hosted surveys enable companies of all sizes to collect and analyze data from their customers. Going beyond simple consumer-based survey services, QuestionPro offers sophisticated tools that add real value to the data collected.
"Safeway.com clearly has a customer-first focus," said Vivek Bhaskaran, co-founder and CEO of QuestionPro. "Online surveys are an ideal way to glean critical insights from customers at minimal intrusion into their daily lives. But too often, they fall short of being able to offer true value. QuestionPro has high-end features typically found only in concert with a consulting firm or professional survey company, but they are easy enough for a marketing or research professional to set up and administer."