Their business: Online customer research, specializing in customer satisfaction tracking studies for Fortune 500 companies.
Their operation: Turning document-based questionnaires into captivating online surveys that promote higher completion rates and faster turnaround. End deliverable to Clients are self-branded portals offering online access to analyzed results, suggestions, and tie-ins to other Client enterprise data.
How it works: XYZ's Clients typically send questionnaire drafts in MSWord — which are turned into programmed surveys by Research Assistants via a software utility. Basic routing is added using a Windows GUI design tool and survey templates that are designed for Web use. These are shared with the Client in both "user format" and the "tree format," which shows logic & routing specs.
Multilingual versions are created using a central translation management tool that can handle any of the world's languages.
At the same time, Technical staff programs more complex logic and tests using a scripting language.
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