InfoQuest® has created a one-of-a-kind customer satisfaction questionnaire that collects the most accurate feedback to produce actionable results. It is based on a simple, straightforward methodology first conceived in the late 1980's, and continues to be one of the most accurate ways of measuring customer satisfaction with an astonishing 70% average completion rate. InfoQuest was developed to overcome and eliminate the inherent weaknesses found in conventional customer satisfaction questionnaires. It is easy to use, enjoyable, and produces candid, accurate results that give you a clear picture of your business, as your customers see it.

The InfoQuest customer satisfaction questionnaire is the result of years of research, product development and detailed refinement. And yet, its success lies in its simplicity. The 70% response rate is so high because respondents describe completing the InfoQuest survey like "playing a game". Here are the features of the InfoQuest survey:

• InfoQuest is a three-dimensional plastic box with five compartments, each labeled with dual scales of satisfaction and agreement.  Reponses range from Totally Satisfied to Totally Dissatisfied and Fully Agree to Fully Disagree.
• The InfoQuest survey includes a deck of cards, with each card containing either a satisfaction question or a statement. The participant simply reads each card, then drops it into the appropriately labeled compartment to record their response.
• InfoQuest also includes areas for written comments, of which the majority of respondents take advantage.
• InfoQuest contains all the necessary postage and packaging to return the survey at the customer's convenience.
•  The InfoQuest "box" has been described as both visionary, and as a gimmick, but no other customer satisfaction questionnaire comes close to its average response rate of 70%!

The InfoQuest survey does not look like your typical customer satisfaction questionnaire. And it doesn't operate like one either. Respondents actually enjoy completing our survey, and they are more candid, honest and forthright with their answers. This means you get the information you need from the customers that matter most. Here are other ways the InfoQuest customer satisfaction questionnaire is set apart:

• Awareness: Participants are "pre-validated" through a multi-step process that creates top of mind awareness. Plus, the sheer size of the InfoQuest survey box demands attention, and serves as a constant reminder. You won't see this survey being pitched out with the junk mail.
• Enjoyable: Many respondents have said the InfoQuest survey is "like a game" and they enjoy taking it. This means they take their time answering the questions, and produce detailed information that is useful and enlightening. 
• Convenient: Customers complete the InfoQuest survey at their convenience. There are no annoying phone calls or emails. Plus, all return materials are included, so returning the survey is quick and easy.

• Communicative:  We suggest customers be informed at the outset that when the survey is completed, you intend to share with them both the results of the survey, as well as your plans for addressing issues identified by the survey. An offer of feedback is highly effective for creating customer interest in the process.

	WRITTEN	TELEPHONE	InfoQuest
Response Rate	5-10 %	10-45% (depending on time required).	70%+
Time Required	10-20 minutes. The more time required, the lower the participation rate.	5-15 minutes, conducted at interviewer's pace.	10-12 minutes, conducted at respondent's pace.
Interruption Factor	None.	Very high. Conducted at interviewer's convenience.	None.
Respondent Benefit	None.	None.	Feedback on results and action plans.
Acceptability and Interest	Unengaging. Soulless. Regarded as a process.	Intrusive, disliked and over-used. Associated with Marketing ploy.	Fun. Unique. Tactile and engaging. Viewed as like a game.
Perceived Cost	Low. Often associated with junk mail.	Low. Often associated with telemarketing.	High. Looks professional. People feel guilty about discarding box.
Number of Questions	1-2 pages max.	12-15 before time becomes a factor.	36-60 questions plus written comments.
Visibility & Delivery	Unsolicited paper, easily lost. High secretarial guardianship limits access.	Voice mail and secretarial guardianship make access difficult.	Visible attention-getter. Gets past gatekeepers, does not get lost on busy desk.
Completion Factor	Medium. 10% or more "run" categories and must be discarded.	Low. Time becomes a factor, ending many interviews before completion.	High. Participants are pre-validated, creating commitment.
Anonymity	None. Forms often not considered valid without respondent's signature.	None. Respondent's identity is clearly known.	Most respondent's assume anonymity, enhancing candor and accuracy.
Formatting	Questions asked in groups. Prior answers visible and compared, undermining candor.	Questions asked in groups, promoting patterned replies.	Questions and subjects randomized and viewed one at a time, producing more accurate responses.
Accuracy	Low. Influenced by sub-conscious tendencies to symmetrically pattern responses. Low response seldom statistically valid.	Low. Lack of anonymity produces strong positive bias on answers. Skill of interviewer can influence, even alter results.	High. Patterned responses eliminated. Interviewer induced biases removed. Participant's assumed anonymity produces very candid replies.
Ability to Target Participants	None.	Somewhat, but limited to short surveys only.	High response rate enables targeting of top revenue generators only.