One key concern of adopting a web-based approach was making certain that they at least matched the 25% response rate provided by their paper survey. We are delighted to have exceeded this by a third, and look forward to supporting PANalytical in their other feedback initiatives.
Dulles, VA (PRWEB) July 10, 2009
Vovici, the market-leading provider of survey software and Enterprise Feedback Management (EFM) systems, announces that PANalytical, the world leader in X-ray analysis systems, is now using the Vovici v4 platform for customer satisfaction research as a more cost-effective replacement of paper surveys.
PANalytical just used Vovici v4 to complete the most recent of its biannual customer satisfaction surveys for European accounts. Customers were asked to describe their systems' production environment and usage, to rate product performance and the quality of documentation, and to specify overall satisfaction. Prior to adopting Vovici v4, such surveys were conducted on paper. Moving to web surveys is more cost effective and has shortened the time required for gathering and analyzing results, eliminating the costs of printing, mailing, and data entry. Further, web surveys were seen by respondents as more professional than paper questionnaires.
A key benefit of web-based survey administration was the use of email triggers. For each of the fewer than 3% of respondents who rated overall satisfaction low, a survey alert was automatically emailed to a survey administrator. "The respondent's answer to this last question is the most important in the questionnaire," said Richard Hulsbeek, Director of Customer Service EMEA for PANalytical. "The triggers were tremendously helpful. We were instantly notified if a respondent submitted a negative response. As a result, we contacted customers to address open issues, in some cases on the same day as they answered the survey. We got very positive feedback for this. Triggers were just not possible with paper surveys."
Customers were informed that PANalytical would donate 5 Euros to the Red Cross for each completed survey. PANalytical made a total donation of €4,000.
With the customer satisfaction survey now complete in Europe, PANalytical will next be using Vovici v4 for a similar study in Asia-Pacific, for course-evaluation surveys, to solicit feedback on the quality of training, and for surveys on their website..
"We appreciate the opportunity to support PANalytical as they work to better understand their customers," said Ben Smith, Director of Europe, Middle East, and Africa for Vovici. "One key concern of adopting a web-based approach was making certain that they at least matched the 25% response rate provided by their paper survey. We are delighted to have exceeded this by a third, and look forward to supporting PANalytical in their other feedback initiatives."
PANalytical is the world's leading supplier of analytical instrumentation and software for X-ray diffraction (XRD) and X-ray fluorescence spectrometry (XRF) - with the world's largest installed base, an extensive product range, and an unrivaled sales and service network. Founded more than half a century ago as part of the Philips organization, PANalytical quickly gained a growing reputation for utilizing highly scientific X-ray analysis technology in order to add proven and demonstrable value for customers in science and industry. PANalytical XRD and XRF systems are used in more and more industries in order to deliver ever-improving levels of accuracy and efficiency. Together with customers around the world, PANalytical contributes greatly towards the drive for better housing, safer cars and airplanes, more effective medical therapies, easier and cheaper communications, and a healthier environment. Every day, billions of people use an incredible range of products that have been improved with the help of materials characterization through X-ray analysis. For more information, please visit http://www.panalytical.com.
Vovici is the pioneer of Enterprise Feedback Management (EFM), providing comprehensive survey software, panel management and online community solutions. Our survey tools enable organizations to centralize feedback data collection, build and manage proprietary panels, leverage corporate social networking, and utilize robust survey analytics and reporting. Our solutions increase customer loyalty, facilitate collaboration and innovation, influence critical business decisions and provide voice to online communities. Organizations worldwide, including more than half of the Fortune 500, rely on Vovici to gather feedback on customer satisfaction, perform market research and gauge employee satisfaction. Visit http://www.vovici.com for more information.