A brief look at Market Probe’s Stakeholder Solutions for market research and the company’s global market research capabilities.

1. At Market Probe, Our Focus Is...
www.marketprobe.com

2. GLOBAL FACILITIES
UAE
United States UK Bahrain
Canada Belgium India
Singapore
China
Partners: Brazil, Poland, South Africa
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3. INDUSTRY PROFILE
 Mid-size market  300 full-time
research company global staff
 Revenue split:  Certified secure
50% US; 50% non-US facility that is in
compliance with the
 Ranked among top-4 fastest
security requirements
growing global research
for the Gramm-Leach-
companies for the past two
Bliley Act
years by Inside Research
 Certified as a minority  Client sectors:
vendor by the National Auto and
Minority Development manufacturing;
Council financial services;
telecommunications;
 Dedicated IT staff for web agriculture business-
surveys and automated to-business services,
reporting systems and non-financial
services
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4. THOUGHT LEADERSHIP
 25 years of specialization in Customer
Satisfaction and Loyalty Research in
Financial Services sector
 Research and development orientation
and corporate commitment to building
csat/loyalty “knowledge-base”
 Developed proprietary models
(Loyalty RX and NPS RX) for strategic
applications in financial services
 ASQ published books (www.asq.org)
on customer satisfaction and loyalty
 Won several Best Paper awards at
global research and industry forums to
drive client experience
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5. THREE PART SOLUTION
A comprehensive approach to loyalty should include:
Drive Touchpoint
Satisfaction Improvement
Event based feedback
program to enhance
customer experiences with
key touchpoints
Integration
of
Findings
Strategic assessment of Attrition of profitable
customer relationship to customers:
understand drivers of Defector surveys and
loyalty. May include database analysis
benchmarks.
Drive Long-Term Directly Address Short-Term
Improvements in Loyalty Causes of Attrition
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6. About Us
History and Profile
Global Offices
Industry Profile
Portfolio of Client
Services
Thought Leadership
Market Probe’s
Advantage
Satisfaction &
Loyalty
Discussion
Basic Paradigm
Building A Best In Class
Metrics and Outcomes
Framework
Customer Feedback
Paradigm
Program
Building A Best In
Class Program
Components of A Best
in Class Program
Cost Efficiency
Actionable Information
Market Insights
Live Access
Business Outcomes
Tracking Program
Economies
Two Recent
Innovations MP
Can Offer
Ideal Architecture
Three Part Solution
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7. COMPONENTS OF A
About Us
History and Profile
Global Offices
BEST IN CLASS PROGRAM
Industry Profile
Portfolio of Client
Services
Thought Leadership Cost Efficiencies Live Access
Market Probe’s
Advantage Enhancements to manage costs Accessibility of information to
strengthen customer experience
Satisfaction & management
Loyalty
 
Discussion
Basic Paradigm
Metrics and Outcomes
Framework
Customer Feedback Actionable Information Business Outcomes
Paradigm
Enhancing the actionability of feedback Linkage analysis to employee
Building A Best In to managers at all levels engagement and business outcomes
Class Program
Components of A Best  
in Class Program
Cost Efficiency
Actionable Information
Market Insights
Live Access
Business Outcomes Market Insights Tracking Program Economies
Tracking Program
Economies Developing customer insights for the Integrating the tracking program with ad
Two Recent
Innovations MP benefit of all decision makers hoc research and quality initiatives
Can Offer
 
Ideal Architecture
Three Part Solution
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8. Case Study
Customer Service: Goal to be #1
Consumer Experience and Loyalty
Overall
 Monthly survey, measuring satisfaction Satisfaction
and loyalty 84.9%
 Improved to a record 71% loyalty in 4Q08 –
9 or 10 rating on a 10-point scale
 Focus on improving problem resolution
Loyal
which leads to improved advocacy scores
Likely to 70.9% Will
 Consistent branch level training Continue Recommend
implemented 86.4% 75.9%
 ACSI rose from bottom 20% to top 20%
Scores of 9 and 10 on a 10 point scale
Customer Loyalty Scores by Quarter
70.0%
70.9%
60.0% 68.8%
68.5%
50.0% 67.9%
67.3%
40.0% 65.7%
65.0% 65.2%
64.0% 64.0% 64.6%
30.0%
63.0% 64.0%
20.0% 62.0% 62.0%
61.0% 62.0%
10.0% 60.0%
50.0%
0.0%
2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 7
2004 2004 2004 2005 2005 2005 2005 2006 2006 2006 2006 2007 2007 2007 2007 2008 2008 2008 2008

9. Thank You!
www.marketprobe.com
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