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PRESS RELEASE:

Customer Intimacy Yields Better Results.

Quinntessential launches new online survey tool.

9th February 2004.

High levels of customer intimacy result in superior service levels, greater satisfaction and increased profits – that’s the contention of Paul Quinn, principal consultant at Sydney-based recruitment marketing specialists – Quinntessential Marketing Consulting Pty Ltd. And with the launch today of his company’s new online market research tool called PeoplePulse, Quinn believes that recruitment agencies and HR departments alike can develop greater customer intimacy by keeping informed on a regular basis about the needs and wants of everyone involved in the recruitment process.

Quinn says, "PeoplePulse has been specifically designed to allow management to stay continually informed of employee, candidate and client thoughts and opinions." Quinn contends that performing annual staff or customer surveys is no longer sufficient as people’s needs and perceptions in today’s business environment can change daily. He adds: "Recruiters need to solicit structured feedback on how they performed on recently completed assignments within weeks of the event, not 6 or 12 months down the track."

Quinn believes that the trend towards online research is growing in momentum as the large, more established market research firms begin to embrace the Internet as a valid research medium. He adds: "Online research offers companies compelling savings in cost and time, as well as real improvements in accuracy over traditional paper-based survey methodologies". PeoplePulse takes these benefits one step further by providing a system to continually monitor customer and staff opinions. "This approach", says Quinn "provides management with a more intimate knowledge of customer perceptions and facilitates more accurate decision-making on both strategic and tactical issues".

"Our experience shows that customers and staff appreciate being asked for their opinion; in fact, they expect it." Quinn says. And while other vendors typically provide straight access to a survey tool, Quinn says that a key difference with PeoplePulse is the research and marketing counsel provided by Quinntessential. "In researching PeoplePulse", Quinn says, "the clients we spoke to didn’t say ‘give me access to a survey tool so we can conduct research ourselves’, but what they did say is ‘handle the entire research process for us and tell us what we need to do to improve’. Accordingly, Quinntessential combines research execution and marketing consulting services to ensure clients maximise their investment in the research process."

A good place to start for companies who aren’t currently measuring customer perceptions in a structured way is with a client satisfaction and needs analysis survey. "Client surveys offer companies a clear return on investment," said Quinn, "and are an excellent introduction to the value of market research." For example, many companies overestimate their share of a particular client’s business and underestimate the number of other suppliers that a client is using. What’s more, companies that successfully address issues raised by clients during the feedback process are far more likely to gain increased loyalty and positive word of mouth.

Interested parties can find out more about PeoplePulse by visiting www.quinntessential.com.au/peoplepulse.htm

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For more information please contact Paul Quinn on +61 2 9232 0172 or 0415 125 250.

About Quinntessential

Quinntessential is an Australian-owned marketing consultancy that helps recruitment agencies and HR departments based in New Zealand and Australia to attract and retain candidates and clients, by delivering industry-leading marketing strategies and programs.

Unlike other marketing consultants, Quinntessential is 100% recruitment focused. The company was formed in 2001 with the core purpose to help recruiters succeed through effective marketing.

Quinntessential offers a unique fusion of marketing strategy development and tactical project delivery and are pioneers in applying marketing and brand management thinking to the employment experience.

The consulting practice is led by principal consultant Paul Quinn – who has more than six years experience specifically within the recruitment marketing arena, working with a wide range of clients such as Tanner Menzies, Skilled Engineering, Select Australasia, SMF Recruitment, Equatorial, Best International, Apsley Recruitment and Recruitment Systems.

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