However, these surveys usually suffer from problems, including: high costs, irregularity, poorly worded or structured questions, and poor samples. Most significantly, the data provided to companies is usually rich in research value but provides little business insight and is light on actionability.

In response to demand from clients, Global Reviews developed a Customer Satisfaction Monitoring (CSM) service, which is very unique to the market.

CSMs utilise a simple, online interface to capture data. Invitations are provided either via a link on the client website or through a targeted email. This process enables a large sample size to be captured for a fraction of the typical cost. Alternatively, Global Reviews can use its own inhouse operators to capture data using traditional telephone-based CATI systems.

The real strength of the CSM offering lies in Global Reviews' unique InDIS interface, which provides a level of business value previously absent from survey results. InDIS (Interactive Data Interrogation System) allows clients to dynamically filter and stratify the survey data, enabling the real time viewing of segment analysis, at-risk customers, and many more key business drivers. InDIS is simple to use and is MS Excel compatible.

CSMs provide feedback and recommendations for how results can be used to improve customer satisfaction and to maximise the value of all customer interaction. Clients currently benefiting from Global Reviews' CSM package include: Suncorp, Citibank, Pacific Internet, Westpac and HSBC. CSMs are built and tailored to individual clients, according to the specific criteria they want to measure.