Frequently Asked Questions

Q. How long does an assessment take?

A. We can launch your assessment campaign within a week of our initial meeting, and present the results back to the senior management in your organisation within four weeks.

Q. How much work is involved from our side?

A. Typically, you will need to invest a couple of days at the start of the assessment, to make sure that the right customer (or employee) contacts have been selected, to validate their email addresses, and to select the most appropriate "filters" for analysing the results.

Q. What are Filters?

A. Filters are our mechanisms for analysing the assessment data. For example, some clients may want to assess their major accounts by account manager, by country, and by product line. Similarly, clients may wish to assess their employee base by division, by length of service and by grade. We will help you figure out the most appropriate "filters" for your organisation.

Q. What response rates do you get to your assessments?

A. We work with our clients to personalise the assessments, which we run as highly-managed campaigns. Typical response rates for our Deep Customer Insight and Deep Channel Insight assessments are 40-70%, while response rates of up to 95% are achievable from our Deep Organisation Insight assessments.

Q. Your solution is Internet-based. Can you operate through other channels?

A. The Internet is our main delivery channel. However, our solution is flexible and we also conduct telephone-based assessments or face-to-face interviews. We do not recommend the use of paper-based assessments, as the response rates are typically extremely low.

Q. Information on what my customers and employees really feel is very confidential. How secure is the service?

A. We have specifically designed our assessment tools with the security of your data in mind. Please read our Privacy Policy for full details.

Q. How are the results presented?

A. The results are presented in an easy-to-understand, graphical format and have been designed for senior executive audiences. Detailed tabular results of the assessments are also provided for Marketing and HR research analysts. If you wish, we can also help you interpret these results and plan an appropriate plan of action.

Q. Isn't this just another satisfaction survey?

A. No. Most "satisfaction surveys" are very transactional and fail to assess the quality of the underlying relationship with customers and employees. Deep-Insight's assessment tools measure satisfaction, but they also measure trust and commitment and provide you with an analysis of what both your customers and employees really think about you. Our assessments also provide a picture of future intentions, rather than simply recording the past.