(PRWEB) December 15, 2011
It was 1982 when Founder, Dr. Jan G. West, envisioned NBRI and the three cornerstones of Scientific Psychological Research for business, Benchmarking for all, and Advanced Analytics applied to psychological data for management’s use. The Survey Research Industry did not exist. The prevalent management attitude was akin to that of the 1950s, and Dr. West found herself continually having to educate prospective clients on why it was important to obtain employee feedback. Most believed that employees were to be seen and not heard; obey or be fired; driven hard until worn out and replaced with another. Those who understood the value of Customer and Employee Satisfaction were few in the early days but notable, as EDS, CompUSA, Blockbuster Entertainment, and Texas Utilities (TXU) became NBRI’s first clients.
Without standardized topics and questions, Dr. West conducted one-on-one telephone interviews of small, stratified random samples of customers and employees in order to discover what these populations believed organizations should ask of them on a survey. She also interviewed management personnel, identifying polar differences in what each group believed should be asked on the survey. After doing this for more than a decade, the Foundation of the Survey Research Industry was laid: standardized topics and questions were created to assess virtually every organizational dynamic of the customer and employee experience. These have now been tested on millions of individuals, and data has been collected on each from virtually every major industry in the world.
Computers ‘for all’ entered the marketplace in 1977, and became common in the mid-1980s, so telephone and paper deployments became supplemented with online deployments. In 1982, the Internet Protocol Suite(TCP/IP) was standardized and the concept of a world-wide network of fully interconnected TCP/IP networks called the Internet was introduced. But it would be many years before websites were common to all organizations. Even into the 1990s, clients were concerned about hosting an online survey on their intranet for fear of crashing it, and the internet was still perceived as not secure enough to protect a company’s customer or employee opinion data.
Today, Employee and Customer Research Studies are required for ISO 9000 Certification and by most quality certifying bodies. NBRI continues to lead the industry in Thought Leadership of Survey Research, and has made Scientific Psychological Research, Benchmarking, and Advanced Analytics available and affordable to all organizations. After 30 years, NBRI Research Studies provide the insight into the thinking of customers and employees that is necessary to manage their behaviors and improve financial performance in every organization.