SURVEY EDGE

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SURVEY EDGE
TM
Powered by COMPETITIVE EDGE
COMPETITIVE EDGE
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SURVEY EDGETM

• Conducting your survey has never been easier,
  Survey Edge has been designed to demystify what
  is commonly seen by businesses as a puzzling
  task Surveys.
• Competitive Edge with the right blend of
  Marketing, Research Technical Expertise has
  designed SURVEY EDGE which makes online surveying
  effortless, hassle free and secure.
• Competitive Edge views surveying as an
  extension of a companys integrated marketing
  and communication strategy. Surveys should be
  part of your marketing and business program, and
  like all other services, they need constant
  monitoring and evaluation for success.

We are flooded with databut what we need is
information
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• DEVELOPED TO ENABLE EASY ONLINE COLLECTION OF
  QUALITY DATA
• TO KEEP YOU UP-TO-DATE ON YOUR
• MARKET CHARACTERISTICS
• CLIENT / CUSTOMERS' EXPERIENCES, SATISFACTION,
  PROFILES
• CLIENT / CUSTOMERS' PURCHASING HABITS,
  INTENDED BEHAVIOUR
• COMPETITORS' REPUTATION ACTIVITY
• SUPPLIER FEEDBACK EVALUATION
• EMPLOYEE IDEAS SATISFACTION
• WEBSITE EFFECTIVENESS COMPANY IMAGE

QUALITY DATA COLLECTION
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• Survey Edge provides you with an easy way of
  developing online Web/ email questionnaires to
  assist you to survey key markets or key consumer
  groups
• On a continuous tracking basis
• At specific points of time
• For specific information

SURVEY EDGE
SURVEY EDGE GIVES YOU THE DIRECTIONS
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THE SURVEY EDGETM PROCESS Determining the
target market/ area where up-to-date information
is required. Preparing the survey
quantitative, qualitative visual. Reaching
the target group via email or your Web browser
Receiving results online Categorising
analysing data for strategy Reporting to
management decision makers Competitive Edge can
assist with any or all of the above SURVEY EDGE
services. Its your choice.
DATA, DECISION, IMPACT, STRATEGY REPORTING
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SURVEY EDGETM BENEFITS RESOURCES
Wide variety of survey applications
customers, suppliers, employees, stakeholders
membership, education, community Customer
friendly, flexible, easy to use, low cost Web
based tool Customisation of surveys with
your brand for specific lines of questioning
Competitive Edges marketing management
expertise
Survey design development Data
interpretation Customer trend impact
analysis Implementation strategies
Reports presentations Action
implementation plans
COMPREHENSIVE SURVEYING REPORTING
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SURVEY EDGETM PROGRAM

• Simple Web based
• Secure
• Easy data access transformation
• User friendly
• Easy formatting of questions to suit your
  survey
• Variety of question types
• Survey results readily compatible with MS
  Excel
• Customized branding

PARTNERSHIP IN DYNAMIC REALTIME PERFORMANCE
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CUSTOMER SATISFACTION MANAGEMENT
Aimed at

• Identifying the components of Value to
  customers

• Enhancing s value and Service Quality to
  customers

• Establishing KPIs and a Customer Service Index
  based on external performance
• measures

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WHICH CUSTOMERS TO MONITOR ?
Our Customers on Us
Their Customers on Them
Our Customers on Them
Their Customers on Us
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• Unique Multiple Linear Regression Routine
• Three Key Data Outputs

• Performance Ratings

• Impact Co-efficients

• Strategic Analysis Plots
• Key Priorities High ImpactLow Performance
• I Impact, P Performance

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Customer Relationships
Desired Outcomes
Maintain
Increase
Recommend
Key Determinants
Overall Value
Commissions
Image
Key Relationships
Overall Quality
Main Processes
People
Bus Sales Support
Products
Promo Mkting
Admin
Paymt System
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OVERALL QUALITY
High
1.0
Numbers indicate Strategic Priority
1
0.8
Bus Sales Support
2
0.6
Promotions Marketing
3
IMPACT
Products
0.4
5
People
0.2
4
6
0.0
Payment System
Admin
0.0
1.0
2.0
4.0
5.0
3.0
Low
High
PERFORMANCE
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Customer Relationships
Key Determinants
Overall Value
Commissions
Companys Image
Key Relationships
Overall Quality
Main Processes
People
Bus Sales Support
Products
Promo Mkting
Admin
Paymt System
Attributes L1
Adviser Presentations
N Letters Brochures
Sponsorships
Investor Road Shows
Adviser Road Shows
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PROMOTIONS MARKETING
High
1.0
Numbers indicate Strategic Priority
1
0.8
3
Advisor R Shows
Adviser Pres
0.6
2
Inv R Shows
IMPACT
0.4
4
Sponsorships
5
0.2
N Letters Brochures
0.0
0.0
1.00
2.00
3.00
5.0
4.00
Low
High
PERFORMANCE
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Customer Relationships
Overall Quality
Main Processes
People
Bus Sales Support
Products
Promo Mkting
Admin
Paymt System
Attributes L1
Adviser Road Shows
Adviser Presentations
Investor Road Shows
N Letters Brochures
Sponsorships
Attributes L2
Quality Edu Materials
Investor Confidence
Gives Invest Alternatives
Support for FPs
Patronage Nos Attend
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INVESTOR ROAD SHOWS
High
1.0
Numbers indicate Strategic Priority
1
0.8
Support for Financial Planners
2
0.6
Patronage
IMPACT
4
3
0.4
Give Invest Options
Quality Education Material
5
0.2
Investor Confidence
0.0
0.0
1.0
2.0
3.0
5.0
4.0
Low
High
PERFORMANCE
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EXAMPLE MODEL AUSTRALIAN HEALTH FUND
Continue with Fund L4.2
Increase Hosp Cover L1.5
Use other Services L2.5
Recommend Fund L3.4
Desired Outcomes
I0.41
I0.26
I0.40
I0.26
Overall Value P3.3
I0.42 Price P1.9
Determinants of Value
Corp Image
I0.21
Service Image
I0.30
Members Relationships
I0.35 Overall Quality P3.6
Main Processes
I0.28 Product P3.6
I0.24 People P3.6
I0.16 On-going Service P3.2
I0.35 Claims Process P3.6
I0.21 Communications P2.9
Attributes
I0.39 Hospital Cover P4.0
I0.23 Ancillary Cover P3.5
I0.40 Phone Service P3.6
I0.20 Counter Service P3.5
I0.20 Mail Service P3.4
I0.25 Contrbtn Pmts P3.8
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AUSTRALIAN HEALTH FUND - QUALITY STRATEGY PLOT
High
0.5
People
0.4
Claims
Impact
0.3
Products
On-going Services
0.2
Communications
0.1
0
2.5
3.5
4.5
1.5
High
Low
Performance