JMI has pioneered the field of tracking customer satisfaction at retail locations using mobile phones. Our integrated system is called 'i-Loyalty'.

Satisfied customers are a company's most important asset. Not only are they more loyal, but they are also more likely to spend at higher levels and to talk about your brand. Traditionally customer satisfaction at point of sales has involved the use of paper questionnaires, either completed on with the aid of interviewers, or self-completed and then posted to a "suggestions box". Both methods are cumbersome, slow and limited in the amount of data generated.

JMI's solution, i-Loyalty, is a high-speed customer satisfaction tracking system that utilizes mobile phones and 2-D bar codes:

With i-Loyalty the results from a national network of locations are reported in near real time to the headquarters via the company's intranet. The system has also been used successfully to track the opinions of target consumers at events comprising of up to 50,000 people. i-Loyalty can be quickly deployed to provide a vital source of up-to-date information for supporting your marketing decision-making.

The system's benefits can be summarized as follows:

		Listening to customers - Increase the number of satisfied customers, showing that the company cares and pro-actively searches for new ways to learn from its clientele.
		Convenience to customers - No need for mailing back or return to the shop or hospitality location -just to post their opinions/feedback at a time that is convenient for them!
		Unbiased - no interviewer pressure, large representative samples that bi-pass local management (customers are free to say what they really think)
		Coverage on average more that 80% of the respondents complete the customer satisfaction survey by mobile and with national coverage. Much more information is collected!
		Depth - online logic trees and skip patterns allow for very focused results, relating to highly specific issues
		Real time - from customers' mobile phone to online reporting of time series data at HQ. The company continually keeps its fingers on the pulse of its customers.

JJMI's work in customer satisfaction tracking won the award at the ESOMAR World Congress 2006 for Best Methodology. To download the full paper, please click here.

For more information: Contact Us