Six 9s Associates, Inc., a full-service customer research firm, is known for helping clients look at their organization, products, services, and business practices from the points of view of their customers. This provides an objective understanding of customer and market needs, expectations, and levels of satisfaction.
Six 9s plans, designs, and conducts customer research tailored to client requirements using Internet, mail, telephone, or personal surveys, as well as focus groups for data collection. These studies become an integral part of our client's customer relationship and loyalty management programs and help them fulfill quality management standards and guidelines like ISO 9001:2000.
Based on objective findings, Six 9s helps clients develop and plan corrective actions that identify and resolve problems, add significant customer value, and leverage competitive advantage.
Much of the customer research that Six 9s conducts is online and leverages the worldwide capabilities of the Internet to cost effectively reach and survey customers regionally, nationwide, and worldwide.
Six 9s conducts the following online customer research programs for clients:
- Customer satisfaction assessments
- Customer service assessments
- After event and transaction surveys
- Customer preference research
- Product research
- Competitive research
The Real-time, Online Customer Intelligence System (ROCI) is designed for clients who are dedicated to continuously understanding the needs of their customers, how well their expectations are being met, and what can be done operationally and strategically to keep profitable customers and attract new ones.
ROCI is not a survey solution. ROCI is an action-oriented tool to get your customer intelligence off the shelf and into the hands of decision makers, so it can be acted upon every day to retain customers and grow your enterprise.
The Customer Priority Factor (CPF) is a metric used by Six 9s to determine the most important attributes for each dimension of the customer relationship and to prioritize research results and corrective actions.
The Net Customer Delight Index (NCDI) is the key customer research measurement developed and used by Six 9s to determine an organization's success at satisfying and keeping customers and to track the customer satisfaction level over time. The NCDI is based on the customer question(s) most closely related to the long-term success of the organization.