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Market Research            
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Market Research

Phone and IVR-based market research is a core competency of TenPoint Complete. Customer Satisfaction, loyalty and retention programs are examples of services we offer.

Customer Satisfaction Indexing (CSI) and Net Promoter Score (NPS) are examples of popular outputs of these types of market research program. TenPoint Complete has been producing effective CSI programs for over 15 years for the automotive and auto physical damage industries. TenPoint Complete President and COO John Webb is a Net Promoter Certified Associate.

The CSI score is derived from a YES/NO type of survey question, while the NPS score is derived from a scale-based survey question. These questions are generally asked in the following manner:

  • Based on this experience, would you recommend XYZ company to family and friends? (Y/N)?
  • On a scale of 0-10 where 0 is poor and 10 is outstanding, how would you rate your experience with XYZ company?

In addition to CSI and NPS scores, valuable information can be gathered using market research in both B2C and B2B applications. For example, market research can help you answer questions like these:

  • How do customers perceive the friendliness of customer service personnel?
  • How efficienct is my call center at solving customer issues the first time?
  • How do customers rate my on-time delivery of products/services?
  • How is a new program or product being perceived in the marketplace?
  • How do customers rate the knowledge and professionalism of your staff?
  • What is the prevailing labor rate in the area?
  • What are the annual sales of certain businesses and which equipment/services do they offer?

Because customer perceptions are fluid, and there is an economic benefit to turning a negative experience into a neutral or positive experience, many market research programs are ongoing in nature.

Market research can also be utilized for projects, however, where the goal is to gather information. An example of this would be a labor rate study for a certain market or state. Since labor rates are unlikely to change frequently, it is likely that an annual survey would be appropriate.

Market Research Information

In this section of the web site, we will provide you with a library of pertinent market research information. Some of it was developed at TenPoint Complete. Some of it comes from industry resources such as the trade press. Other information is taken from studies and texts that demonstrate the value and importance to market research to organizations.

CSi 		Complete Services Dissatisfied Profit Link ROI
CSI Service Listing Dissatisfied Customer Profit Link ROI
ABRN Hotsheet Study Field Claims ROI
ABRN Hotsheet Study Field Claims ROI
Customer Input Affects Bonuses Customers for Life Selling the invisible
Customer Input
Affects Bonuses
Customers for Life Selling The Invisible





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TenPoint Complete, Inc.
8080 Corporate Blvd.
Plain City, Ohio 43064
Phone: 800-343-0641
Fax: 614-873-9834