Cognos solutions for hospitality and entertainment

NVision Enterprise Feedback Management

Overview

NVision is a solution that automates the enterprise feedback lifecycle. It addresses the key challenges and opportunities that all enterprises face:

• Increasing customer retention, loyalty, revenue and profits.
• Saving at-risk customers, employees and partners before they are gone.
• Allocating scarce resources to the areas that will generate the highest returns.
• Recognizing and addressing operational problems and business opportunities when they arise.
• Streamlining and reducing operational costs.
• Recognizing and rewarding employees fairly and effectively.

NVision is an end-to-end integrated platform that allows your business to capture online feedback (via a Web browser or interactive voice response) from key stakeholders (customers, employees, partners) and transform the information into actionable insight.

The solution enables the capture and reporting of continuous feedback as well as visualization of changes and trends over time. Decision-makers face significant time constraints in today’s work environment. NVision helps them to quickly focus on “actionable exceptions” rather than sorting through volumes of detail.

Typical programs supported include customer satisfaction, employee engagement, employee exit interviews, usage and attitude studies and advertising effectiveness. Targeted industries include travel and hospitality, retail, healthcare, and financial services.

Benefits

Strategic benefits:

• Enables recognition and rewarding of employees fairly and effectively.
• Lets your organization make investments in areas with the highest return.
• Enables more effective rewards for your workforce, enhancing satisfaction and commitment.
• Increases customer retention; win more new customers; improve productivity; and raise profits.

Operational benefits:

• Allows the right individuals and teams to respond to feedback quickly and in a coordinated way
• Allows users to share information, such as which customers are dissatisfied and why; what actions have been or need to be taken; and customer or employee responses to your organization’s actions.
• Enables users to recover at-risk customers, and to turn satisfied customers into committed advocates.
• Lets users slice-and-dice performance metrics to pinpoint concerns and opportunities by region, site, product, market segment, relationship manager, account manager and so on.
• Provides easy access to concrete suggestions for improving performance, overall or by segment.

Features

• Automated, incremental cube updates based on trigger (i.e., hourly, daily, weekly, monthly).
• Leverages the IBM Cogno security model for authenticated access to reporting portal.
• Supports multiple data collection streams from a single business rules engine—Web, IVR, touch-screen/kiosk or telephone interview.
• Built-in survey piloting capability allows inconspicuous refinement of active questionnaire (i.e., changes can be made to survey definition during data collection).
• Rich reporting and analysis capability.
• Strong input validation ensures no erroneous data is collected.
• User-defined questions, answers, validation rules, conditional branching, and input controls provide flexibility to gather a broad array of information.
• Supports both quantitative and qualitative responses to questions.
• Supports keyword context count analysis of free-format text responses to open-ended questions.
• Ability to weight questions based on applicability or importance.
• Built-in respondent pre-qualification quotas can be set in advance to prevent data input if demographic quota has been met.
• Respondents can be anonymous or uniquely identified.
• Ability to imbed multimedia components within questionnaire (e.g., streaming video, audio, Flash).
• Ability to export response data to CSV file for input into other programs (e.g., Excel, SPSS).

Architecture

Creating the data mart

NVision uses a rules-based survey definition to write the IQD and MDL files directly. This allows Transformer to convert highly normalized fact table rows (responses to any question) into N columns or dimensions within a data mart (incremental cube updates reflect up-to-the-minute confirmed responses). The multidimensional cube, containing survey responses, is then available for analysis.

Publishing multidimensional data

The NVision generated cubes are automatically re-published to the IBM Cognos PowerPlay enterprise server to support true thin-client OLAP requests via a secure, customizable analysis and reporting portal.

Quantifying qualitative feedback

Keyword, keyword context, and keyword context group counts are pre-calculated, and allow users to analyze and query open-ended responses. Users can drill-through (in both IBM Cognos Impromptu®/Win32) so they only have to read responses that are applicable to the current slice.

Identifying key drivers

NVision interfaces a well-formatted Profile CSV into the 4Thought™ Multi-variate (neural net-based) engine to efficiently determine the driving factors of any desired outcome.

Analyzing responses and presenting results

NVision uses intelligent view re-deployment middleware, which enables maximum re-use of any analytical views that are created. Whether these views of survey response data are created using the Powerplay/Win32 client or through Upfront in the browser-based client, they can be re-published with one click into PowerPoint presentations, as static HTML collections, or re-deployed to secured Newsboxes in Upfront.

Availability

There are three user touch points for accessing different components of NVision:

• Survey design studio: Typically outsourced to Ntuitive for deployment of the online survey (Web and/or IVR). Co-management of the survey design and deployment with the client is also an option.
• Collection channel: Web browser or telephone, via IVR, for collecting feedback from respondents.
• Reporting portal: Secure, authenticated 24x7 access to the Web-based reporting portal for viewing feedback collection results. Ntuitive provides a base of report views and end-users can create their own reports from the multidimensional cube.