FreemanGroup Measurement Solutions

FG Measurement

We are today part of a customer environment that is much more sophisticated in it's determination of the price value relationship and much more demanding in the area of service delivery. The labor force has also changed, both in terms of needs and skill sets.

FreemanGroup Measurement therefore had to adapt to a new age of gathering data. Historically we have delivered qualitative reporting based on a Quality Inspection platform that has focused on the standards being instituted and maintained within the client service objectives.

Today, that platform is not sufficient, we have had to become more sophisticated and more broad in our gathering of data. In short, we have had to integrate our qualitative data with quantitative data gathered from guests, visitors, customers and the frontline employees involved in the delivery. Now, we are able to compare the adherence to the performance of a particular service standard, to the value impact of that standard on the customer. Further, we can now also stream data from the workforce that focuses on the attitudes and skill sets necessary in the successful execution of the service standards.

To provide this service to our clients, an investment in a partnership with Customer Service Technologies (CST) was completed in February/2007. CST is based in Dublin, Ireland and has a North American headquarters in Dallas, Texas. FreemanGroup Measurement now has an office at CST headquarters in Dublin to coordinate European operations.

The partnership between FreemanGroup Measurement and CST ensures a commitment to develop and integrate the data in the best possible way for each individual project. The objective is to provide the client with the most comprehensive data, delivered with the highest integrity and in a timely manner. The client can then eliminate the guesswork out of service investment and collect factual data from all available sources in an integrated fashion.

It is the effective use of all available source data that has become our mission and our goal, the needs will change again over the years and the FreemanGroup Measurement/CST partnership is now in the best position to be flexible to those needs, as they arise, and to the ever changing needs of our clients worldwide.

Our Beliefs

Capturing a person's feeling about their experience as a customer at the time the service has been delivered still provides the richest form of feedback.

There are two reasons for this:

The first is the memory is fresh, the detail accurate and the experience has not faded into the memory.
The second reason is the element of Active Sampling. Active (or intercept) sampling means asking someone for their opinion not just relying on them to volunteer it. This avoids the inaccuracies that inevitably come from any measurement system based on self-selection. Self-selection systems tend to be biased towards capturing the opinions of those people who, in the main, have had a less than satisfactory customer experience. They are, thus, not representative of the experience of the total population. Active sampling however captures the total customer experience, right through the spectrum; from highly satisfied to highly dissatisfied.

As we say "Opinions sought tend to be more representative of the truth than opinions volunteered. And opinions sought at the time the service is experienced are the freshest and most accurate of all."

Our Methods

Capture customers' and employees' feedback and comments using the most advanced data capture technology in the industry. CST International designs, processes, and analyzes questionnaires for industries including travel, tourism, transportation, and many more.

The CST International process of data capture is designed to be flexible, fast, accurate, and economical. Advantages include:

Custom tailored surveys to your organizational structure
High response rate
Distribution and collection to ensure confidentiality
Flexibility of a variety of delivery formats

The NEWEST addition to our Data Capture Technology is

Touch Technology Fast. Easy. Convenient.

Today's fast-paced market environment is in need of customer insights on the spot.
Touch screen technology aided survey research is recognized as the fastest and most direct data collection methodology on the market today.
Touch screen surveys excel with their directness and ease of use.
You can capture data that is fresh, unbiased, and right where your target respondents visit, relax, work or participate.
That data is compiled in a real-time, so you can use it now.
Scientific studies have shown that the reliability of self-administered survey research is equal to or even higher than the reliability of face-to-face interviews.

Our Reporting

Quantitative Reporting via the worldwide web with so many benefits.

SECURITY/CONFIDENTIALITY - CST International's on-line reporting assigns each user a list of encrypted codes that will only allow access to specific information. Codes can be assigned to allow various levels of Managers to review their own satisfaction tracking reports and no others.

Reporting Cycles

Traditional paper based systems generally report on a monthly or quarterly basis due to accumulating the surveys.

CSTSCREEN Guest Satisfaction Tracking System reporting can be done on a DAILY, WEEKLY, or on MONTHLY basis.

FreemanGroup