Customer Loyalty Research

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OPINIONMETER Customer Loyalty Research Using technology-based market research tools to capture real-time Voice-of-the-Customer loyalty feedback Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com

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OPINIONMETER Traditional vs. Technology-based Loyalty Research Methods Traditional Market Research Paper-based surveys Taken by phone or mail Professional developers required to code, deploy, collect & format data for analysis Technology-based Research Mobile, Web or Standalone devices Point-of-Experience feedback Latest technology advances Developed by clients using OMI resource libraries Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com

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Traditional vs. Technology-based Loyalty Research Methods Benefits Traditional Market Research Expensive to set up & run Lack of development efficiencies for multiple surveys Historically low rate of return Takes months to receive actionable data Technology-based Research Author once, deliver anywhere Real-time customer loyalty research On-site, on-time, on demand Cost-effective, easy to manage Immediate access to actionable data from anywhere Quick formatting for customized analysis OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com

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OPINIONMETER Survey Kiosks – standalone feedback stations automate the collection of large survey samples from business service lobbies. Ideal applications include Retail, Food Service and Healthcare consumer research. Tablet Surveys – mobile & portable for in-the-field surveying. Diverse audience include: patients, passengers, customers, visitors, exhibitors. Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Interactive survey devices let you Author Once, Deliver Anywhere

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OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Handheld PDA Surveys – ideal mobile survey devices with long-life battery for in the field research. Mobile Phone Surveys – use customers’ own mobile phones to capture fresh, spontaneous impressions and invaluable feedback at the moment-of-truth! Interactive survey devices give you Real-Time Loyalty & Market Research

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OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Web Surveys – rapidly deploy sophisticated, branded, multilingual Web surveys in place of or concurrent with interactive, mobile device loyalty programs Online surveys provide you with Quick Customer Feedback

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OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com OpinionMeter Serves a Broad Spectrum of Industries Worldwide Workforce Education Transportation Retail Healthcare Hospitality Government Financial Workforce Education Transportation Retail Healthcare Hospitality Government Financial

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OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Device and Industry Survey Examples Tablet iPad PDA Kiosk

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OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Use SurveyManager to Design and Deploy Customer Loyalty Campaigns Use OMI question & response resource libraries – or – Write your own questions and responses Simple, intuitive and easy to use Web-based: No software needed to install SurveyManager You control all management tasks to design, deploy and report data

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OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com SurveyManager Report Features Standard Summary Reports Customer Satisfaction Scores Customized Reports Graphs and Charts within Reports Automated Reporting Templates

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OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com SurveyManager Report Flexibility Trend Analysis Unlimited Cross Tabulation Filtering Variations During a Day Filtering: Segmenting Customers Relative Local Performance

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OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Customer Loyalty Surveys by Opinionmeter Automated, real-time survey tools Integrated with standard hardware platforms and software Invaluable customer insight captured at the Point-of-Experience Immediate, actionable data Reports and data accessible from any Web browser Easy, convenient and cost-effective Now, let’s work together on your customer loyal research programs

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OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com Customer Loyalty Surveys by Opinionmeter Opinionmeter International, Ltd. 1-888-OPMETER www.opinionmeter.com