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Organizational Effectiveness Through Feedback Management
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Through the collection and application of customer feedback, Great Brook can enhance the strategic value of an organization by improved design and execution of both products and services. We assist companies in listening to their stakeholders through our products, consulting services, seminars, and original research. We also deliver keynote talks at conferences and company events.
Survey Research Practices
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Support - Development Collaboration
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Our signature series of products assists companies with their customer survey programs, particularly in service organizations. We offer a comprehensive range of products for those who want a minimal assist with their survey research projects to a full service offering where we will perform a comprehensive project from start to finish.
 Great Brook performs custom survey projects for those looking for a survey consultant to perform all or part of a survey project.In Great Brook's Survey Design Workshop you will learn the nuts and bolts about how to conduct a survey project from survey project management to questionnaire design to survey administration. Critique of attendees' questionnaires included! Our Survey Data Analysis Workshop complements the Design Workshop, teaching you data analysis & reporting. Our Voice of the Customer Audit and Survey Audit services will benchmark your feedback programs against best practice and provide detailed improvement recommendations. The Survey Mentor suite provides survey consulting service and tools in the key areas needing a survey expert's knowledge and skills. If you're currently outsourcing your survey program and are considering bringing it in-house, we can mentor you through the transition. Customer Surveying: A Guidebook for Service Managers is Dr. Fred Van Bennekom's popular book that guides a survey project manager through all phases of a survey program development and execution. The Support Services Questionnaire Library contains all the assistance for a survey program in a support service environment -- short of having direct consultation. It is a treasure of tools. Creation of Service Recovery Programs with surveys as a key element to identify at-risk customers and address their concerns. Development of Customer Loyalty Programs to better bond customers to a company.The Feedback Tracker suite provides full service survey services for transaction-driven survey programs. |
Our unique expertise lies in the leveraging the potential relationship between product support organizations and product development engineers, an aspect of collaborative engineering.
Problem Prevention Through Design for Supportability: Gaining Competitive Advantage through Customer Support is a major research report by Dr. Fred Van Bennekom and Dr. Keith Goffin.Great Brook expertise can be applied to assist your organizations in achieving the benefits from stronger cross-functional collaborative in the product development cycle, ensuring supportability concerns are part of the design considerations. Design for Supportability Workshop where attendees will learn how to apply DFS concepts within their own companies.
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Customer Satisfaction Surveys - Survey Workshops - Survey Consultant - Product Supportability Planning - Survey Software