Overview of Six 9s' online customer research services
The Real-time, Online Customer Intelligence System (ROCI)
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How ROCI works
Overview of Six 9s' customer research services
The systems approach
Customer research and ISO:9001
How you benefit
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Research Services
Overview of Six 9s' customer research services:
Six 9s conducts the following customer research programs for clients:
  • Customer satisfaction assessments
  • Customer service assessments
  • After event and transaction surveys
  • Customer preference research
  • Product research
  • Competitive research
Six 9s' customer research services include:
  • The design of qualitative and quantitative research programs including questionnaire and survey development
  • Research data collection using telephone, Internet, mail, and/or personal interviews and surveys, as well as focus groups
  • Multi-lingual research in English and Spanish as well as oriental and other European languages
  • Analysis of research findings including significance testing and regression analysis as needed
  • Design and development of findings reports, cross tabulations, executive presentations, and online, interactive web views with emphasis on support of operational and strategic decision making
  • End-to-end program management
The systems approach:
Six 9s takes a systems approach to the design and implementation of client customer research programs.
  • Planning and Design: Working with the client's organization, Six 9s develops a customer research plan that outlines a system to measure and manage customer satisfaction and loyalty.
  • Research Data Collection: Based on the plan, Six 9s implements and conducts the necessary research data collection using telephone, Internet, mail, and/or personal interviews and surveys, as well as focus groups. All collected customer information is stored in the research database.
  • Results Analysis: Six 9s analyzes the research results and presents them in tabular and graphic form to highlight opportunities for operational and strategic actions. Trend charts and color graphs are used to facilitate management decision making.
  • Goal and Priority Setting: The research findings and results allow the management team to set goals and prioritize, budget, and assign corrective action tasks for implementation.
  • Corrective Action Initiatives: The assigned corrective actions are implemented to resolve problems, add customer value, and create competitive advantage.
Customer research and ISO 9000:2008
ISO 9000 is a family of standards and guidelines primarily concerned with quality management. The standardized definition of "quality" in ISO 9000 refers to all those features of a product (or service) that are required by the customer. "Quality management" means what the organization does to ensure that its products conform to the customer's requirements.

ISO 9001:2008 replaces ISO 9001:2000, the standard that most companies have used for certification. TL 9000 (the telecom industry version of ISO 9000) is aligned with the ISO 9001:2008 requirements.

ISO 9001:2008 includes requirements to understand current and future customer needs, to meet customer requirements, and to strive to exceed customer expectations. Plus organizations are expected to take corrective actions based on factual customer benchmark findings.

ISO 9001:2008 remains customer focused like the Malcolm Baldrige National Quality Award.

Six 9s works collaboratively with clients to design customer research programs to help them meet these evolving industry imperatives.
How you benefit:
The objective intelligence produced by Six 9s' customer research programs identifies opportunities to resolve problems, add customer value, and leverage competitive advantage. This helps your organization keep profitable customers and attract new ones as a result of actions driven by objective information about your key customers and their expectations and experiences with your organization and its products and services.
Call us at +480.488.7936
News of Interest
Scottsdale, Arizona, March 1, 2012 - Six 9s conducts multilingual customer research in German, Korean, Japanese, and Chinese...More...

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