Suggestar - Simple Smartphone Feedback, Actionable Solutions

Simple Smartphone Feedback, Actionable Solutions

23-04-13 1

What is Suggestar?What is Suggestar?

23-04-13 © 2012 Choice Media - CM Internal Use 2

Suggestar offers your customers a simple smartphone feedback experience while giving you

actionable results to help improve customer loyalty.


How do companies get feedback today?How do companies get feedback today?

• Comment Cards• Direct Phone Calls• Direct Email• Social Networks

• Facebook• Twitter

• Paper Surveys• Online Surveys


6 major problems with feedback today

1. Too Expensive2. Low Response Rates3. Too Long4. Analysis Paralysis5. Not Smartphone Focused6. Too Public (Yelp, FB)


Some Current ExamplesSome Current Examples


Traditional market research cannot be done on a smartphone - It’s just a disguise.

We need a whole new approach.

Traditional market research cannot be done on a smartphone - It’s just a disguise.

We need a whole new approach.

Suggestar focuses on your need to get instant and actionable feedback

…while respecting your customers’ time.



1. Simplicity in Feedback Experience

2. Dedicated Smartphone Technology

3. “Net Promoter Score” Designed for Mobile combined with Natural Language Processing

4. Instant and Essential Reporting

5. We own all of our technology

Compelling Features and Differentiation ofCompelling Features and Differentiation of

Feedback Triggered by the “Suggestar Question”Feedback Triggered by the “Suggestar Question”

Would you suggest our company to your friends, family or colleagues?

NO MAYBE SURE

Would you suggest our company to your friends, family or colleagues?

NO MAYBE SURE

Question is then followed by an open-ended response requesting detailed feedback.


3 Main Benefits of the “Suggestar” Question3 Main Benefits of the “Suggestar” Question

1. Extremely accurate measure of loyalty

2. Feedback focused on the core message

3. Automatically classifies customer sentiment


Why Smartphones?Why Smartphones?



Smartphones Rule

In the last 3 years, the number of PC’s grew by 40%...

The number of Smartphones grew by 160%

Smartphones Rule

In the last 3 years, the number of PC’s grew by 40%...

The number of Smartphones grew by 160%

2012 was the Tipping Point!2012 was the Tipping Point!


Suggestar Information FlowSuggestar Information Flow


TellYourCompany.com/locationID

Would you suggest us?

Why or Why Not?+

5 Star Questions

Real-Time Reporting Dashboard

Franchise Level | Regional | District | Location Level

Additional FeaturesAdditional Features


1. Random Rotation (5 Questions at a time.)

2. Social Media Integration for “Suggestars”

3. Topic Recognition (More NLP)

Standard Implementation RoadmapStandard Implementation Roadmap


1. Setup Account (Train Key Individuals)2. Add Survey Questions3. Create Location Links4. Marketing Materials5. Pilot Tests (Min. 1 month in field)6. Determine Roll Out Schedule

Comparison GridComparison Grid



Key BenefitsKey Benefits1. Smartphone use will result in dramatic increase in response rates.

2. Customer attitude is precisely measured.

3. Instant and private problem resolution.

4. Focuses on the real problem at hand – Let the customers tell us in their own words.

5. Real-time results and reporting analysis

6. We cut to the chase. – Language analytics allows for clearer decision making

7. All the scores can be reported in stacked ranking format by locations and by areas.

We are the new standard in smartphone customer experience management.

We are the new standard in smartphone customer experience management.


Simple Smartphone Feedback, Actionable Solutions


Suggestar - Simple Smartphone Feedback, Actionable Solutions

Technology

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