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Customer Intimacy Yields Better Results

Press Release – For Immediate Release

Customer Intimacy Yields Better Results
Quinntessential launches new online survey tool.

High levels of customer intimacy result in superior service levels, greater satisfaction and increased profits – that’s the contention of Paul Quinn, principal consultant at Sydney-based recruitment marketing specialists – Quinntessential Marketing Consulting Pty Ltd. And with the launch today of his company’s new online market research tool called PeoplePulse, Quinn believes that recruitment agencies and HR departments alike can develop greater customer intimacy by keeping informed on a regular basis about the needs and wants of everyone involved in the recruitment process.

Quinn says, “PeoplePulse has been specifically designed to allow management to stay continually informed of employee, candidate and client thoughts and opinions.” Quinn contends that performing annual staff or customer surveys is no longer sufficient as people’s needs and perceptions in today’s business environment can change daily. He adds: “Recruiters need to solicit structured feedback on how they performed on recently completed assignments within weeks of the event, not 6 or 12 months down the track.”

Quinn believes that the trend towards online research is growing in momentum as the large, more established market research firms begin to embrace the Internet as a valid research medium. He adds: “Online research offers companies compelling savings in cost and time, as well as real improvements in accuracy over traditional paper-based survey methodologies”. PeoplePulse takes these benefits one step further by providing a system to continually monitor customer and staff opinions. “This approach”, says Quinn “provides management with a more intimate knowledge of customer perceptions and facilitates more accurate decision-making on both strategic and tactical issues”.

“Our experience shows that customers and staff appreciate being asked for their opinion; in fact, they expect it.” Quinn says. And while other vendors typically provide straight access to a survey tool, Quinn says that a key difference with PeoplePulse is the research and marketing counsel provided by Quinntessential. “In researching PeoplePulse”, Quinn says, “the clients we spoke to didn’t say ‘give me access to a survey tool so we can conduct research ourselves’, but what they did say is ‘handle the entire research process for us and tell us what we need to do to improve’. Accordingly, Quinntessential combines research execution and marketing consulting services to ensure clients maximise their investment in the research process.”

A good place to start for companies who aren’t currently measuring customer perceptions in a structured way is with a client satisfaction and needs analysis survey. “Client surveys offer companies a clear return on investment,” said Quinn, “and are an excellent introduction to the value of market research.” For example, many companies overestimate their share of a particular client’s business and underestimate the number of other suppliers that a client is using. What’s more, companies that successfully address issues raised by clients during the feedback process are far more likely to gain increased loyalty and positive word of mouth.

Interested parties can find out more about PeoplePulse by visiting www.quinntessential.com.au/peoplepulse.htm

[ends]

About PeoplePulse

People Pulse is a unique online communication and feedback technology that enables Recruitment and HR Managers to tap into the thoughts of employees, candidates and clients to address matters concerning satisfaction, productivity and profitability.

PeoplePulse was designed on the premise that Management can turn marketing intelligence into a competitive advantage by continually monitoring and measuring performance immediately after each key interaction with clients, candidates and staff. PeoplePulse has been specifically designed to make this process quick, simple and extremely cost effective, as well as delivering real improvements in accuracy over traditional paper-based survey methodologies.

PeoplePulse is offered in four distinct modules which can be purchased individually or in combination, depending on the client’s unique preferences:

1. Employee Pulse. Employee Pulse can be used for a range of applications including employee satisfaction and needs analysis, 360° feedback, exit interviews, training needs analysis, corporate vision and goal input, new idea generation, etc.

2. Client Pulse. Client Pulse is used to monitor the satisfaction, feedback and hiring intentions of clients – whether they are internal clients of HR departments or external clients of recruitment agencies. Typical applications include post-placement client feedback and satisfaction; periodic client satisfaction and needs analysis surveys; salary surveys, analysis of skills in demand and management hiring intentions.

3. Candidate Pulse. Candidate Pulse is used to monitor the ongoing satisfaction and feedback of job seekers. The following groups can be surveyed: job applicants, interviewed candidates, short-listed candidates, or recently placed candidates. The Candidate Pulse module is also useful for soliciting continual feedback from candidates regarding the performance and areas for improvement for your recruitment websites.

4. Market Pulse. Market Pulse is used by clients who wish to partake in casual market research activities. Survey topics vary widely depending on the client’s need, but may include: trend surveys (soliciting opinion on topical issues), customer feedback on new initiatives (eg. a new loyalty program), branding research (eg. measuring brand awareness and strength), website evaluation surveys (eg. evaluating the satisfaction of departing website visitors), competitions (eg. ’Answer these five questions and go into the draw to win”) and RSVPs (eg. to quickly gauge attendance numbers and food preferences for client seminars and events).

About Quinntessential

Quinntessential is an Australian-owned marketing consultancy that helps recruitment agencies and HR departments attract and retain candidates and clients, by delivering industry-leading marketing strategies and programs.

Unlike other marketing consultants, Quinntessential is 100% recruitment focused. The company was formed in 2001 with the core purpose to help recruiters succeed through effective marketing.

Quinntessential offers a unique fusion of marketing strategy development and tactical project delivery and are pioneers in applying marketing and brand management thinking to the employment experience.

The consulting practice is led by principal consultant Paul Quinn – who has more than six years experience specifically within the recruitment marketing arena, working with a wide range of clients such as Tanner Menzies, Skilled Engineering, Select Australasia, SMF Recruitment, Equatorial, Best International, Apsley Recruitment and Recruitment Systems.

Website: www.Quinntessential.com.au


Background Information for Media


What? The launch of PeoplePulse – an online market research tool built specially for the recruitment industry.

By Who? Quinntessential Marketing Consulting Pty Ltd, an Australian-based recruitment marketing specialist, run by expert recruitment marketeer - Paul Quinn.

Why? Both recruitment agencies and HR departments need to stay continually informed of employee, candidate and client opinions to remain relevant and effective and to aid them in developing effective strategies. Annual stakeholder surveys are no longer sufficient because customer needs and perceptions in today’s business environment change daily. Online research provides the perfect solution for those people who want to stay continually abreast of stakeholders’ needs. Online research is an increasing popular and accepted form of market research – even amongst the large, more traditional market research firms – and hence PeoplePulse forms a logical extension to Quinntessential’s current marketing consulting services. PeoplePulse aids management’s strategy development process by facilitating fact-based decisions and provides real benefits over traditional paper-based surveys in time and cost savings, and greater speed and accuracy of results.

When? PeoplePulse was launched in early February 2004.
Who does it help? PeoplePulse has been specifically designed for use by recruitment agencies and HR Departments.

What makes it ‘new’?

1. PeoplePulse is the first Australian-built online market research tool developed solely for use by recruitment agencies and HR departments.

2. While other vendors simply provide access to a survey tool, Quinntessential combine research execution and marketing consulting services to ensure clients maximise their investment in the research process.

3. Our approach to the frequency of client and candidate research is unique. Traditional thinking advocates annual or six-monthly satisfaction or needs analysis surveys, however PeoplePulse has been specifically designed to allow recruitment consultancies and HR Departments to receive continual feedback throughout the year from staff, candidates and clients. This approach provides management with a more intimate knowledge of customer perceptions and facilitates more accurate decision-making on both strategic and tactical issues.

What does it do?

PeoplePulse is a unique online communication and feedback technology that enables Recruitment and HR Managers to tap into the needs and wants of employees, candidates and clients to address matters concerning satisfaction, productivity and profitability.

PeoplePulse allows recruiters to survey 1 to 100,000 people simultaneously, allowing complete anonymity and data security to respondents whilst also enabling Management to review survey results within minutes of survey deployment. The tool has been specifically designed to offer recruiters compelling savings and improvements in cost, time and accuracy over traditional paper-based survey methodologies.

PeoplePulse is offered as four distinct modules which can be purchased individually or in combination, depending on the client’s unique needs:

1. Employee Pulse. Employee Pulse can be used for a range of applications including employee satisfaction and needs analysis, 360° feedback, exit interviews, training needs analysis, corporate vision and goal input, new idea generation, etc.

2. Client Pulse. Client Pulse is used to monitor the satisfaction, feedback and hiring intentions of clients – whether they are internal clients of HR departments or external clients of recruitment agencies. Typical applications include post-placement client feedback and satisfaction; periodic client satisfaction and needs analysis surveys; salary surveys, analysis of skills in demand and management hiring intentions.

3. Candidate Pulse. Candidate Pulse is used to monitor the ongoing satisfaction and feedback of job seekers. The following groups can be surveyed: job applicants, interviewed candidates, short-listed candidates, or recently placed candidates. The Candidate Pulse module is also useful for soliciting continual feedback from candidates regarding the performance and areas for improvement for your recruitment websites.

4. Market Pulse. Market Pulse is used by clients who wish to partake in casual market research activities. Survey topics vary widely depending on the client’s need, but may include: trend surveys (soliciting opinion on topical issues), customer feedback on new initiatives (eg. a new loyalty program), branding research (eg. measuring brand awareness and strength), website evaluation surveys (eg. evaluating the satisfaction of departing website visitors), competitions (eg. ’Answer these five questions and go into the draw to win”) and RSVPs (eg. to quickly gauge attendance numbers and food preferences for client seminars and events).

A summary of product features
- Delivers complete survey design, tabulation and reporting through a single online interface;
- Allows customised tailoring of questionnaire and pre-testing;
- No software downloads required;
- Able to survey anywhere between 1 and 100,000 people simultaneously;
- Delivers remotely hosted surveys that are customised to look exactly like your own website;
- Unlimited number of questions or pages per survey;
- Allows Macromedia Flash or movie clips to be inserted in questionnaire;
- Handles all question types (including matrix, drop down, free text);
- Fully-customisable fonts, images, and colours;
- Offers unique-user verification;
- Abides by stringent Privacy Protocol and Standards;
- Enables real-time online results monitoring;
- Enables content analysis of open-end questions;
- Offers online and/or downloadable reports in graphical or numeric format;
- Has optional distribution manager for emailing invitations and follow-ups;
- Offers clients ability to conduct one-off surveys, or purchase a 12-month licence giving unlimited access to one or more survey modules;
- Provides full assistance from a qualified marketing consultant with survey design, deployment, analysis and action plan development.

Where can I find out more?

Visit http://www.quinntessential.com.au/peoplepulse.htm

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