Customer Care Satisfaction Survey

Since the Spring of 2001, MQA has conducted on-going telephone and Internet surveys to assess consumer satisfaction with contacts to customer care. Each day, batch files are securely transmitted to MQA which contain the previous day's contacts to customer care. MQA samples these files and conducts a survey with customers to find out how satisfied they are with the support that they received and how this experience impacts their view of the provider of the service. Information specific to the customer's account are appended to each record for a completed survey. Data are reported on a weekly, monthly, quarterly and annual basis. The participation by each client is a joint agreement and allows for industry benchmarks to be included in reporting. Data are used to reward good service and guide retraining of bad service. Within the weekly report, MQA determines if service levels are met and customer care representatives are financially rewarded for exceeding minimum service levels. To date, MQA has conducted 44,908 telephone and Internet surveys as part of this on-going tracking project.

Ohio Deferred Compensation Survey

Beginning in July of 2006, MQA has conducted on-going telephone and Internet surveys for the Ohio Deferred Compensation Program. Surveys assess satisfaction with contacts to Deferred Compensation and test receptivity to services that the Deferred Compensation Program is considering offering or changing. Each week, batch files are securely transmitted to MQA which contain the previous week’s contacts to Ohio Deferred Compensation. MQA samples these files and conducts a telephone survey with program participants. Participants who access the ohio457.org website can click on a link that periodically appears for taking the survey. Over 700 surveys are collected and reported on a semi-annual basis. The data are used to determine whether or not incentivized service goals were met by Nationwide Retirement Systems, the organization which provides financial investment services to the Deferred Compensation Program.

Product Satisfaction Survey

Monthly Internet surveys are conducted with customers of CheckFree Corporation, Microsoft Money, USAA, Wachovia Bank, Commerce National Bank, Comerica Bank, and PNC Bank to assess their satisfaction with online banking / online bill pay and understand their usage of their online service. Each month, a sample of customers is securely transmitted to MQA for invitation into the study. MQA sends an e-mail to each customer inviting them to take the survey. The e-mail contains a unique link to the survey. Data are reported on a monthly, quarterly and annual basis. The participation by each client is a joint agreement and allows for industry benchmarks to be included in reporting. To date, MQA has conducted 28,996 Internet survey as part of this on-going tracking project.

Inactive Customer Survey

Since 2004, MQA has conducted surveys with customers who are defined as inactive customers of National City Bank, Sovereign Bank, Comerica Bank, MBNA, PNC Bank, USAA, Purdue Employees Federal Credit Union and SunTrust Bank. The survey determines why the customer is inactive and what services could be offered to regain the loyalty of the lapsed customer.

Safety Stand Down Survey

MQA provided coding, keying and tabulation services for the AEP Safety Stand Down Survey. A total of 9,918 AEP U.S. employees completed a survey of safety perceptions and safety issues that they encounter on a daily basis as AEP employees.

Software Customer Satisfaction Survey

For the past three years, MQA has conducted a satisfaction survey among corporate users of financial software packages. The study employs a hybrid methodology whereby respondents can complete a telephone interview or take an Internet survey. Interviews have been conducted with users in nine countries.

Ohio Medical Malpractice Insurance Survey

MQA, working with Paul Werth Associates, conducted a mail survey for the Ohio Department of Insurance to assess physician perceptions of malpractice issues and how increasing malpractice insurance costs are impacting the physician's practice and medical decision-making. Mail surveys were sent to all active physicians under the age of 65. A total of 1,359 physicians completed the survey.

Educational Publisher Evaluation Survey

A total of 34,928 surveys were mailed to teachers, principals and superintendents to gauge their perception of several major textbook publishers. MQA processed surveys and analyzed results from 3,452 teachers, 1,492 principals and 892 superintendents.

Auto Survey

MQA provided data entry and tabulation services to an aftermarket parts supplier. The supplier placed a survey in trade journals and its aftermarket parts catalog. Surveys were shipped to MQA for processing. A total of 2,409 surveys were processed from 394 Porsche owners, 881 Volkswagen owners, and 1,134 Corvette owners.

Spelling Program Survey

10,000 surveys were mailed to teachers of grades 1, 2, 4 and 7 and to principals. Completed surveys were manually processed and an in-depth analysis was conducted that covered teacher usage of and needs from spelling programs and supplemental spelling materials.

Language Arts Instruction Survey

9,000 surveys were mailed to teachers at elementary schools, middle schools, and K-8/K-12 schools. Completed surveys were manually processed and an in-depth analysis was conducted that covered teacher usage of and needs from basal language arts programs and supplemental language arts materials.

Retirement Planning Study

MQA worked with Ohio Public Employees Retirement System (PERS) to collect information related to the decision-making process that employees undertake relating to retirement benefits. A telephone survey was conducted with state employees and 6 focus groups were held to understand how employees approach retirement investing, what they understand, and how interested they would be in Ohio PERS creating a deferred compensation option that state employees could select.

Retirement Planning Seminar Survey

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