SSPA Creates Online Market Research Center Staff

Updated · Jan 10, 2001

SAN DIEGO–The Software Support Professionals Association has announced the launch of the online
Market Research Center in a Partnership with InsightExpress. According to the SSPA,
Community Members will be able to create their own customized customer satisfaction survey in
minutes, on the Web, target their current and potential customers, and assess their opinions in
just a few hours.

“InsightExpress has created a web-based customer satisfaction technology that changes the way
service and support managers measure customer satisfaction,” said Bill Rose, SSPA Founder/Executive
Director. “Ultimately it will change the way we make decisions on a day to day basis because it
removes virtually every barrier to collecting customer feedback. They are the perfect partners
for”. says the SSPA Market Research Center enables companies to build a fast and easy
“self service” survey. By working from survey questionnaire templates that are prepared by market
research pros – or use your current survey questions – the company says you can create your own
customer satisfaction survey in as little as 20 minutes and use your own customer list – or your own
web-site customers – to respond to your survey. They also say that results are usually available
within 24 hours and are easy to read and actionable. You can also schedule your survey to run at a
regular schedule every day, week or month.

Supportgate claims there are many key benefits to utilizing the SSPA Market Research Center, including:

–Make better decisions at Internet speed. InsightExpress enhances the way
you manage customer relationships by scheduling weekly surveys for automated deployment. You can now capture, analyze
and capitalize on customer input every week at a fraction of the cost of traditional customer satisfaction methods.

–Get real time results. Once posted, results are available within hours. Access easy to view, real-time results anytime, anywhere,
through the Internet; view graphical and tabular results display, data trending, cross tabulations, statistical significance testing.

–Reduced cost/high quality feedback. The cost for showing your customers you are responsive to their needs? Service and
support managers need precise, actionable data because they’re the ones who need to act – and react – in mid-direction to
changes in service and support programs. InsightExpress provides you with an immediate, high quality customer feedback flow
for as low as $450.

–Enhance corporate reflexes with group sharing. Understand customer complaints and issues and rapidly convert them into
product improvements, new features and better tools. Group sharing allows team members to assist in survey creation and
share and communicate results online via InsightExpress’ messaging.

–Personalization. Brand your surveys with the look and
feel of your Web site and company identity; insert logos, add color, modify fonts, imbed screenshots and include your
background style.

–Increase response rates. InsightExpress respondent answer verification ensures your customers are providing answers to your
questions and significantly enhances the quality of your research and response rates.

The SSPA Market Research Center and other sections are available at

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