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Hello & welcome to Brainjuicer ® Powered by Brainjuicer ® .com Ltd, Cambridge, UK A fresh perspective on measuring customer satisfaction and performance indicators – using auto-evaluation techniques By Siobhan McQuaid & John Kearon (Chief Juicer)

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Page 1: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

Hello & welcome to Brainjuicer®

Powered by Brainjuicer®.com Ltd, Cambridge, UK

A fresh perspective on measuring customer satisfaction and performance indicators – using

auto-evaluation techniques

By Siobhan McQuaid & John Kearon (Chief Juicer)

Page 2: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

Brainjuicer®s = Interactive, automated Market Research tools

And deliver instant feedback direct to your desktop

The fastest way to get a lot of people to do a little thinking

Brainjuicer®

BrainJuicer

           

Page 3: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

Brainjuicer®

Brainjuicer® - quietly revolutionising research

Current Research Brainjuicer®s

Set up

Completion

Results

Costs

Automated: 2-3 mins

Fun:2-3 mins

Fast: instant

Frugal

Time consuming: 3 days+

Dull: 15 mins / hour+

Slow: 2-4 weeks

Expensive

Page 4: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 5: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

what do you associate withthe Internet?

speed

The ‘Mind Reader’ from Brainjuicer®

Brainjuicer®

Psychologists use the association game to reveal a subject’s conscious and unconscious meaning

‘Mind Reader’ automates the association game to reveal the meaning of your chosen subject…

Page 6: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 7: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 8: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 9: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 10: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 11: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 12: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 13: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 14: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

Powered by Brainjuicer®. For help & advice on interpreting your results; +44 (0)7967 33 28 17 [email protected]

This is what 33 BICS and 19 SMEs thought was Best/Worst about The RPE EBN Business.Connect project    

Date: 5/2/2002

Page 15: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

52 respondents

view source

Powered by Brainjuicer® Produced 5/2/2002

Top 8 Associations

Best

averaged …… feelings ..…....……. for each .…association +3 +2 / +1 -30 -1 / -2

Number of mentions / %

The RPE EBN Business.Connect project1. secured contacts2. find partners for my comp

1. unique, useful resource

1. More opportunities

3rd Order Associations

1. greater success

1. Initial filtering of B2B

1. more success for my co.

1. meeting potential partners4

1. matching & meeting

2. nothing else exists

3. Adds to existing network

2

1

1

1. BICs working together

2. Database of contacts

3

1

1. help SMEs internationalise

2. BICs facilitate process

3. could add real value

2nd Order Associations

3

1

1

1. common strength,experience2. Joint business strength

1. Partners for cooperation

1. potential profit & growth2. new business for the BIC

4 (9%)

8. Joint BIC business effort

4 (9%)

7. system 4 finding partners

4 (9%)

6. the Madeira convention

5. great tool for BICs

5 (12%)

2. international contacts

1. new markets and partners4

3

2. new projects

1. new business for SMEs4

2

2. Partnerships

1. new business for SMEs4

2

2. know others experiences

1. find international partner5

2

2nd Order Associations1. new business

1. follow well known practice

3rd Order Associations

1. business growth

1. developing business

1. opportunities to develop2. good reputation for BICs

1. new sources of finance2. more competitiveness

1. expansion & profitability

1. Grants2. greater outreach

6 (14%)

4. new contacts in Europe

6 (14%)

3. international contacts

7 (16%)

2. Business opportunities

1. database of contacts

7 (16%)

Page 16: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

52 respondents

view source

Powered by Brainjuicer® Produced 5/2/2002

Top 8 Associations

Worst

averaged …… feelings ..…....……. for each .…association +3 +2 / +1 -30 -1 / -2

Number of mentions / %

The RPE EBN Business.Connect project1. cant use it otherwise

1. more need to know about it

3rd Order Associations

1. defeats the purpose

1. limited information flow

1. not committed enough4

1. would like to know more

2. needs participants to work

2

1

1. the costs

2. no budget for work

1

1

1. limited utility if not

2. too much dependency on BIC

2nd Order Associations

4

1

1. short

1. limited results

1. less overall success

2 (4%)

8. budget

3 (6%)

7. not accessible enough

4 (8%)

6. partners participation

5. will SMEs use the portal?

5 (10%)

1. cannot make good matches6

3. extend sub-classification

2. sectors vary too much

1. Clients vary too much2

2

2

4. restricting its potential

3. SME better defines demand

2. SME cannot see what it is

1. time consuming for BICs1

3

1

1

4. SMEs not serious

3. SMEs not ready

2. leads to frustration

1. give up trying5

3

3

2

2nd Order Associations1. wasted opportunity2. wasted opportunity and effort

1. search engine not effective2. Matching too large

1. Need to prepare for coop2. Nothing comes of the work

1. Loss of interest2. lack of demand for it

3rd Order Associations

1. useless for SME2. frustrating/time consuming

1. Gives no focus!

1. few business opportunities

1. more specific activities

1. poor revenue return

1. not enough place to explain2. ?

1. time consuming for BIC

1. could be more successful

6 (13%)

4. no SME access

6 (13%)

3. Maybe not focused enough

6 (13%)

2. info. on SMEs too general

1. difficult to find matches

16 (33%)

Page 17: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

34

8

42

12

2 20

10

20

30

40

50

60

%

Essential Growingin Imp.

Not v.Imp. MarginalImp.

Not Imp.

age breaks

SME

BIC

52 respondents

How important is it for your BIC to help Internationalise businesses?

Back to mind mapPowered by Brainjuicer® Produced 5/2/2002

Page 18: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 19: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

Suggest It Box

Idea generation at the speed of thought.

Powered by Brainjuicer®.com Ltd, Cambridge, UK

Page 20: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

Powered by Brainjuicer®. For help & advice on interpreting your results; +44 (0)7967 33 28 17 [email protected]

Page 21: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 22: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

Top of the Polls

Test your concepts…,

Powered by Brainjuicer®.com Ltd, Cambridge, UK

find the winners.

Page 23: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 24: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 25: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and
Page 26: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

RECAP:

Brainjuicers as part of your quality process?

Customer feedback - instant and insightful

Idea generation - from staff and customers - fresh and focused

Page 27: Hello & welcome to Brainjuicer ® Powered by Brainjuicer ®.com Ltd, Cambridge, UKBrainjuicer ® A fresh perspective on measuring customer satisfaction and

Happy Juicing!

Powered by Brainjuicer®.com Ltd, Cambridge, UK