At the heart of all TrendSource programs is a systematic approach to quantifying gaps between management’s expectation of performance, actual service delivered, and your customers’ perception of service delivered. As you are aware, these gaps represent opportunities for service improvement and identifying them provides tremendous insight; insight that is actionable and drives change. We develop our research, reporting and analytic solutions using the QUEST methodology, our proprietary system for delivering Trusted Insight. QUEST is the five step process we have refined over two decades of performing research for some of the nation’s largest companies and is defined as:
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| Question |
If you can articulate a question, we can get the answer. Our consultative approach allows us to ask the right questions to get the information that will provide maximum insight and value to our clients. |
| Understand |
During this step, we determine what decisions our clients will or could make with the information. As a result of the dialogue in the “Question” step, we can estimate program benefits for our clients and determine the appropriate research methodologies to employ that delivers the greatest benefit. |
| Execute |
Using expert design, program management and powerful analytics, we provide valid answers to the business questions developed in the “Question” step. The “Execution” step ensures the program is correctly planned and executed to provide data that is on target and above reproach. |
| Simplify |
Research findings are presented in clear, easy-to-interpret summaries that provide actionable insight. The “Simplify” process also includes evaluating program results based on the estimated benefits identified during the “Understand” phase to assess economic impact and ROI. |
| Translate |
The final step is to convert research findings to economic benefit, ROI and recommended actions. Recommended actions are tailored by organizational level, from front line to executive. |
QUEST is our proven project management approach that ensures the right questions are being asked, the data collected is on target, and findings are presented in easy-to-interpret summaries that identify economic benefit, ROI and recommended actions.
