Reliable and secure tracking research

Challenge

A multi-line insurance and financial services company with over $40B in annual revenue was seeking a new vendor for their Overall Satisfaction (OSAT) and Product Tracking Programs. They were dissatisfied with their current provider and were looking for a research partner with financial services experience, tracking expertise, and rigorous quality and security standards. Survey results are instrumental in informing stakeholders’ business decisions across multiple divisions in the organization—so they needed to transition the work to a trusted partner.

Solution

Bellomy is in its 9th year of managing the client’s OSAT and Product Tracking program, which includes 5 product line surveys and one overall brand health survey (all fielded online).

Every month across the six trackers, Bellomy:

Sends 180k survey invitations
Collects an average of 6,500 completes across the 6 surveys, or ~78k completes annually

The client has customized reporting dashboards including multiple filters and time slices (monthly, YTD, quarterly, etc.) and access to Bellomy's crosstab tool. They currently have 100+ users, with 3 levels of security access.

Bellomy provides monthly insights reports in PowerPoint, monthly documents highlighting trending differences for key metrics in each of the surveys, and an annual Key Driver Analysis for each survey. The client also receives data files with historical data, data tables, and spreadsheets with calculated enterprise scores.

Bellomy is entrusted with customer data (PII) and has been subject to rigorous security assessments every 24 months, including SOCII Type 2 annual audits and ISO27001 audits.

Results

After nearly a decade of managing the OSAT and Product Tracking programs for this client, the insights we deliver continue to be tremendously valuable for our client. A cross-functional team of stakeholders uses the results to make strategic decisions on product strategy, member support, marketing & communications, innovation, brand strategy, and more.

Furthermore, Bellomy is a trusted partner—not just a vendor. In recent feedback survey sent to this client, they shared the following:

“Working with [Bellomy] is one of the joys of my job…I couldn’t ask for better partners – in every way!”

“Seamless working experience with the team. Always available and quick to respond!”

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