Focus Group Services

Do you need information and opinions from your customers, members, personnel, and/ot distribution channels (or other sources)? Focus groups can be used to develop an exploratory understanding of customer / member service and satisfaction, or their opinions, as it pertains to the particular participants in those groups. When using client-provided lists for recruiting focus group participants, the general success ratio is 10 to 1. Typically for every 10 people recruited, one will agree to participate in the focus group. Other recruiting may be necessary in order to ensure an optimal number of participants per group. If 14 people are recruited, 8 to 10 are likely to be present for the scheduled focus group. The process includes: Orientation Meeting/Discussions We will meet with your organization to discuss the focus group project. The purpose of this orientation meeting is to review specific goals and objectives of the project, and to identify key questions and topics to be discussed in the focus groups. Recruiting Potential participants will be invited to attend a focus group. We will prepare the screener and the script for inviting the participants. Respondents will be recruited about two weeks prior to each group. Focus group participants will receive a reminder call one or two days before the focus group session. Moderator's Guides Moderator's guides will be developed and the designated representative(s) will review the guides to assure key information is included. Focus Group Sessions Each focus group session will not exceed two hours in length. To facilitate honest feedback, focus group participants will be instructed to use first names only. As an incentive to encourage participation, food and a monetary stipend should be furnished for each participant. Each focus group session is tape-recorded. Analysis and Report The results of the focus groups will be analyzed. The analysis will focus on themes / trends resulting from questions. Upon completion a report and/or presentation is furnished. Related services: Survey Services Interview Services Shifting Customers / Vendors / Members To Online Environment Getting In-house buy-in for Online Service & Support Migrating a Call Center to Contact Center Work Process Analysis Feasibility Studies Request Service / Need More Information Return to Online Customer Service main page