Case #1 – E-Commerce Travel Site

Assignment - A major North American e-commerce company, built on dynamic bid pricing strategies to provide customers with travel and accommodation products, retained BRI to develop a comprehensive online research and reporting system for tracking customer satisfaction and service quality.

Approach - BRI designed and developed a series of online questionnaires to gauge customer perceptions and reactions to the levels of service received. An online reporting system was also developed to disseminate the information throughout the client organization.

Result - BRI developed and incorporated an online surveying system into multiple points of contact with customers to provide a unified medium to gauge customer perceptions and reactions to the levels of service they received. The online reporting system provided tactical and strategic feedback on a real-time basis.

Case #2 – Life Insurance Provider

Assignment - A major North American life insurance company retained BRI to develop a comprehensive Service Quality Measurement system for tracking customer satisfaction, customers' changing service expectations, and company service performance across different groups of policy-holders.

Approach - BRI developed a series of monthly, quarterly, and annual surveys for tracking customer satisfaction and service performance across different policy-holder and employee groups.

Result - BRI developed a series of actionable banner and summary reports that could be easily disseminated and used by decision-makers for strategic and tactical planning throughout the company. We also developed a sophisticated revenue-based segmentation model which was incorporated into the company's incentive pay system.