Operating in today’s competitive environment proactive measures must be taken to protect and improve the relationship and engagement with critical resources. InfoQuest®, BSI’s proprietary “Voice Of” tool, provides candid responses regarding all aspects of your business relations. As important, the BSI/InfoQuest® program provides access to vital information that can alert you to financial and/or operational risks. Find out how Voice-Of and Survey Services from BSI can help you maximize results through customer centric value-chain improvement.

1. What is

2. Voice-Of and Survey Services
Operating in today’s competitive environment
proactive measures must be taken to protect and
improve the relationship and engagement with
critical resources.
InfoQuest®, BSI’s proprietary “Voice Of” tool,
provides candid responses regarding all aspects of
your business relations.

3. Voice-Of and Survey Services
The InfoQuest® program’s powerful analytical tools and
methodology eliminate the flaws and limitations produced
by other types of surveys.
• The worldwide average InfoQuest® response rate using the unique
survey box is greater than 65%.
•Far better than mail-out, hand-out, telephone or online survey.
•InfoQuest® is the premier Customer, Supplier, Employee and
Member Satisfaction and Engagement Survey Process.
•More than 140,000 surveys have been delivered in 104 countries using 25
languages and a database of 5 million responses.

4. BSI/InfoQuest® Deliverables
•Best Response Rate – Unique Survey Box Or Web-Based
•Benchmark database for comparative purposes
•Mitigates Effect Of Patterned Responses
•Responses By Participant (If Needed)
•Survey Box Is Engaging & Fun
•Not Intrusive To Participant
•Avoids Cassandra Effect
• BSI/InfoQuest® Workshop To Target
Immediate Improvement Opportunities

5. Types of Surveys
• Customer Feedback
• Employee Engagement
• Supplier / Vendor Engagement
• Association & Non-Profit
• Business Partner
• Banks & Credit Unions
• Benefits and Results

6. Advantages that InfoQuest® offers over many other customer assessment programs include:
• A Unique Approach that avoids the weaknesses and flaws of paper, telephone or web based
surveys.
• High Participation and Response Rates eliminate the effects of “far end of the spectrum”
responders and allow you to focus on the accounts that drive the revenues of your business.
• Pre-Validation of Customers generates interest in the process and establishes a basis for
“closed-loop’ communication on the back end.
• Actionable Questions in 8-12 performance areas provide an in-depth understanding of
customer needs and give you the tools needed to produce change. All questions are fully
customizable.
• Perceptions of Anonymity produce candid responses. Allowing customers to comfortably
“tell it like it is” generates results that are far more accurate than other survey methods.
• Additional Written Comments from an average of 60% of respondents delivers even further
understanding and detail of customer opinions and needs.
Customer Feedback Survey

7. Employee Engagement Survey
BSI/InfoQuest® Employee & Staff surveys are a proven vehicle for identifying
internal roadblocks to communication, productivity and healthy morale.
Businesses suffering the costly effects of high turnover can isolate the reasons
and stop the hemorrhaging. Even businesses that are running smoothly can
improve their operation by listening to the “Voice Of” feedback from employees
and staff.
Although the delivery mechanism on employee satisfaction surveys
differs from that used in a standard survey, the InfoQuest® survey box
remains the driving force. Using our prescribed system, the average
response rate will generally exceed 95%.

8. Supplier / Vendor Engagement Survey
For most companies, improving and creating closer supplier and vendor
relationships will create benefit in both operations as well as customer
service. Supplier relationships can be a source of competitive advantage
since suppliers are critical to servicing your customer and, thus, your
company’s success.
The BSI/InfoQuest® process can provide you key “Voice Of” information
to help improve supplier and vendor relations and help you manage your
supply-chain to drive out costs and improve service to your customers.

9. Association & Non-Profit Surveys
There are tens of thousands of business associations and non-profits
located all over the world - from industry support groups to fraternal
organizations to cause-focused entities to Chambers of Commerce. Each
relies on dues or contributions for their growth and for their very survival.
Often, they find themselves in competition with other organizations for limited
resources.
BSI/InfoQuest® for Associations and Non-Profits utilizes the same
methodology and processes that drive our other surveys to provide this
critical “Voice Of” feedback. The same survey approach, the same high
response rates and the same attributable results. Collectively, it is the most
efficient way to determine which support areas are meeting needs, and
which ones are missing the mark.

10. Business Partner Surveys
In many situations the company may rely on outside resources and third
parties for sales, distribution and business development efforts. For most
companies, improving and creating closer relationships with these critical
outsider resources will be of significant benefit.
BSI/InfoQuest® surveys have been used to generate “Voice of” feedback
from Dealers and Distributors, Re-sellers, Sales Representatives, and even
Internal Customers. Anyone who sells on your behalf, whether as an
independent contractor, a licensee or as part of your company, shares your
interest of eliminating any obstacles to sales that stand in their way. Given a
vehicle by which they may comfortably and safely express their views, most
are only too eager to do so.

11. Bank & Credit Union Surveys
Financial Services is one of the most competitive industries in the world.
Millions of bank branches all offer the same fundamental products and
services. When all is said and done, it is servicing the customer that
distinguishes those that dominate their markets from those that do not.
BSI/InfoQuest® for Banks and Credit Unions has been proven to be an
effective way to gain vital “Voice Of” feedback from customers. From the
effectiveness of relationship arrangement on the commercial side to the
speed and accuracy of teller services on the retail side, InfoQuest® is a
proven way to see the institution through its customer's eyes. Every bank or
credit union wants its customers to view it as their first choice for all financial
services. BSI/InfoQuest® can provide the market intelligence needed to
make that objective a reality.

12. Benefits & Results
The InfoQuest® Business Process Review and InfoQuest®
Employee Satisfaction and Opinion Survey offered and
administered by BSI provide numerous advantages to
organizations looking to implement such assessment programs.
These programs incorporate some of the most effective methods
available for capturing opinions, and are among the most dynamic
and actionable business-to-business customer satisfaction surveys
available.

13. Benefits & Results
Although the benefits of using InfoQuest® are many and vary by company depending upon need, some of the more
apparent benefits in utilizing this highly effective assessment tool include:
• Helps you build and maintain business relationships in the face of corporate ownership and personnel
changes.
• Doubles as an extremely effective sales building strategy by opening incremental business
opportunities.
• Identifies specific customers or employees who are susceptible to overture from competitors, enabling
you to isolate and correct problems before they become critical.
• Identifies areas of subtle discontent, unmet needs and unfulfilled opportunities that can cost you sales
or loss of employees.
• Analytical tools available nowhere else in the world, including the ProfitMaxSM Strategic Profile, which
identifies and prioritizes the key drivers of overall satisfaction.
• Gives you a clear, candid and unvarnished view of your company as seen through your customers’ or
employees’ eyes
• Perfect for ISO, QS and other quality processes with customer and employee satisfaction
benchmarking and tracking requirements.
• Helps improve overall customer and employee satisfaction and loyalty to your company.

14. BSI can help you and your company better understand the needs
of your key relationships by opening up concise lines of candid
communication using InfoQuest®.
Contact
Tom McCabe - Senior Partner / InfoQuest Practice Leader
tom.mccabe@businesssynergetics.com
Tel / Fax: (918) 553-8222