Good insight relies on good data. Yet we aren’t always convinced we’ve collected good quality data. In particular sample quality is an on-going concern, with nearly half of researchers citing it as a primary frustration in our annual Research Trends study. So, what can be done to ensure the integrity of your data? 1. Reduce…
Researchers know that consistency is a critical ingredient for a successful tracking survey. If the sample provider changes, a new screener requirement is added, or a survey question is reworded — changes like these can compromise comparisons to historical data. As such, the prospect of migrating a tracking study to a new survey software platform…
In this video, Peter Wild, Software Development Director at ANSYS gives his advice to companies planning to start a customer experience program. He explains that if businesses are going to be able to act on feedback effectively, it’s vital to bring people together from across different parts of the business. Peter explains how at ANSYS,…
In this video, Michelle Vivilecchia of Envigo discusses her advice to companies just getting started with a Customer Experience program. She focuses on the importance of being able to rally the troops to ensure they can spread the vision to all employees to ensure everyone is on board. She also reminds people that it is…
What Is Brand message dilution? Marketing spends a lot of time and effort creating a cohesive narrative that encompasses the facts and feelings created by their brand. However, a joint study conducted by Forsta, shows that marketing organizations are struggling to create one consistent message across all customer interactions — where every department in an…
The Forsta ACE (Achievement in Customer Excellence) Awards program celebrates outstanding achievement in customer and employee experience. Receiving a Forsta ACE Award demonstrates an organization’s rigorous application of Customer Experience best practices, and its outstanding performance as measured by those processes. The winners’ stories in these pages demonstrate how listening to the Voice of the…
Forsta CEO celebrates our positioning as a Leader in the Magic Quadrant for Voice of the Customer by Gartner. The evaluation was based on specific criteria that analyzed Forsta’s overall completeness of vision, and ability to execute within our Voice of the Customer (VoC) offering. Watch video
Forsta Placed in 2021 Gartner® Magic Quadrant™ for Voice of the Customer Forsta Recognized for Completeness of Vision and Ability to Execute Forsta, the leading Customer Experience and Research Technology company, today announced that it has been positioned by Gartner as a Leader in the Magic Quadrant for Voice of the Customer[1]. The evaluation was…
Forsta’s survey support team is dedicated to providing full coverage for your survey and reporting needs. With our Services team, you will have a dedicated, localized project team with the added benefit of our global support resulting in flexible, and fast turnaround times. Our team is available to assist, giving you more time to present…
Sometimes simply maintaining the status quo is the easiest thing to do. If it ain’t broke, don’t fix it, right? But, if you are simply maintaining the status quo, how do you know there’s no room for improvement? For example, when was the last time you thoroughly evaluated the technology that supports your CATI operations?…
Research companies are showing a new level of enthusiasm for gathering insights digitally. Much of it’s due to the pandemic, but it made good business sense even before. The ‘new normal’ in research The pandemic has forced many sectors of the insight industry to speed up their existing digitalization programs or even adopt online methods for the first time. This is the conclusion of Manny Rodriguez, Global Director…
In a matter of weeks, the COVID-19 global pandemic changed the daily lives of billions of people around the world as cities, states, and countries, shut down normal operations and billions of people sheltered in place in their homes. Even as restrictions loosen, many offices and schools remain closed. This change, as we now know,…
Digital qualitative research can yield an extremely rich view of people’s lives, we just need to pause and consider the best way to approach it. The online medium is different, and as a result the research approach needs to adapt. Forsta is built upon the principle of getting participants to engage in activity-based research (Activity…
Online qualitative research communities are an excellent way to get closer to your customer’s everyday lives. It helps you uncover their motivations, behaviors, and emotions around why your brand, product and/or services are important and delve into their thoughts and feelings over an extended period of time. Forsta’s online qualitative research solution is built upon…
How our software helped Philadelphia Insurance Companies (PHLY) set themselves apart from the competition. The challenge A brave new world for insurance In 2010, the insurance landscape was changing. There were no guarantees when it came to market share, and new rivals were appearing everywhere. PHLY needed a new strategy for getting and keeping customers,…
How our software helped Siemens Corporation bring a global approach to hearing their customers’ voices. The challenge Bringing Siemens Corporation their own solution Siemens Corporation, a US subsidiary of Siemens AG, wanted to find a way to measure and improve Net Promoter Scores (NPS) locally, rather than relying on tracking growth via their global headquarters…
How eir Large Business made focussing on customers its priority, in a successful partnership with W5 and our software. The challenge Figuring out performance in the eyes of the customer Telecoms business provider eir Large Business knew they needed to better understand their relationships with the companies they serve, given the diversity of size and…
Thanks to an award-winning Voice of Customer (VoC) program built with Forsta, Virgin Money has made customer experience a driving force in its banking business. The challenge How to hear and harness 3.3 million customer voices Virgin Money’s business is vast – 3.3 million customers, all at different points of their journey, all dealing with…
Carlson Wagonlit Travel already had industry leading customer service. Now they wanted the tools to stay at this high level for the long term, and get even better. The challenge When your service is great, how do you make sure you can maintain it? CWT is a big, successful company. They manage business travel in…
Confirmit, Dapresy and FocusVision have joined forces to create Forsta. Combining the best of all three brands, Forsta will break down the silos of different research styles – giving a new level of insight into human experiences. Everything in one place. Forsta puts all your research together to show you the full picture. The best in the business, combined The new Forsta platform…