FAQs

Q?IS IT POSSIBLE FOR PEOPLE TRY TO MANIPULATE THE RESULTS OF A SURVEY?


A.

Yes. But that’s where our market-leading data quarantine system – which is known as Valid8™ – steps in. Valid8™ cleverly monitors the interaction between the respondent and the touch screen, identifies any suspicious responses and places them in quarantine. If necessary the survey team can conduct further analysis of the responses before a accepting or rejecting the data.

Valid8™ is an integral part of the ViewPoint Research Control Suite (RCS), enabling users to benefit from point of experience results that are proven* to be more accurate than traditional customer feedback methodologies.

The accuracy of ViewPoint data has been tested by organisations like Ipsos MORI, Debenhams and Halfords – and has delivered outstanding results.

* Source: Gartner Research

Q?WHAT IS CRT

A.

CRT – or Customer Research Technology to give our business its full name – is a privately owned company based in Coventry. We were founded in 2001, and have since grown into one of the leading customer and patient satisfaction measurement companies in the UK.

Today we specialise in providing solutions to private and public sector organisations that have a need to measure and engage with customers, patients, employees and other important stakeholders. For example, in the public sector we currently cater for the needs of more than a third of NHS Trusts in England and Wales, and we’ve got partnerships with more than 100 Local Authorities.The high street’s biggest retail brands are also increasingly relying on our ViewPoint technology.

We are totally committed to building strong, long-term partnerships with our customers and key partners such as IBM and Ipsos MORI.

Q?WHY IS VIEWPOINT BETTER THAN A TRADITIONAL PAPER-BASED SURVEY

A.

Paper-based surveys, and field interviewers who use clipboards, are costly and time-consuming ways to capture feedback. They also offer very limited scope to engage effectively with your most important customers and stakeholders.

CRT’s suite of technology-led products and services are proven to be cost-effective and reliable, generating high level of real-time response rates that accurately capture the mood and opinion of an interviewee at ‘the point of experience’. In the worlds of research, insight and engagement, this is of critical importance.

Our touch screens are designed to be left unattended, which eliminates the need to employ field interviewers. Additionally the feedback is a continuous stream of data throughout the day – providing research that enables an organisation to make informed changes that meet the specific needs of customers and service users alike.

Q?WHO USES CRT’S PRODUCTS AND SERVICES

A.

Our customers come from all four corners of the public and private sectors. But regardless of what they do, our customers are united by a common goal – to better understand the views, opinions and behaviours of their customers, patients and key stakeholders.

Our ViewPoint feedback, survey and engagement solutions are flexible and adaptable. This means they can cater for a wide variety of needs (e.g. point of experience customer feedback, audit, driving cultural change, employee opinion surveys and patient experience engagement).

Our products and services also deliver an exceptional return on investment – regardless of whether you’re a large organisation requiring a strong presence throughout the UK, or a SME requiring a handful of devices. No matter what your needs are, our team is committed to finding the most appropriate solutions that meet your needs – not only today, but tomorrow as well.

Q?WILL PEOPLE OF ALL AGES USE THE TOUCHSCREEN, TABLET OR ONLINE SURVEYS


A.

Yes. ViewPoint feedback methodologies capture response rates across all demographics.

Due the anonymity our system provides, everyone from the young to the elderly find the system to be a user-friendly way to share opinions in an open and honest manner. For example, recent research revealed that in one of major study, more than 10% of the feedback collected was from the over 75′s.

With CRT, you can be sure that our kiosks are ergonomically designed to ensure that able bodied and disabled users of all ages can easily feedback their experiences.

Q?DO I NEED ANY SPECIAL COMPUTER PROGRAMMES TO CREATE SURVEYS AND REPORTS

A.

The ViewPoint Research Control Suite is Internet-based, so all you need is access to the web. It’s beneficial to have Microsoft Silverlight installed on your computer (this a free programme which can be downloaded from the Internet) so you can experience all the benefits associated with ViewPoint.

Q?WHAT SUPPORT WILL I RECEIVE AFTER I HAVE PURCHASED VIEWPOINT

A.

Once you are a CRT customer, you have access to the widest range of support services we can offer.

Customer Care is extremely important to us and we will help you in any way we can to get you up and running. We regularly run training workshops and courses at our Coventry HQ, or remotely, and we also provide extensive telephone-based support services to ensure you harness the full power of the system.

Don’t hesitate to call us on 02476 608830 if you’d like to find out more.

Q?HOW EASY IS IT TO ACCESS MY SURVEY RESULTS – AND UNDERSTAND THEM

A.

Our system is developed with the end-user in mind, so when it comes to creating surveys and reports, we’ve made it as simple as possible.

Your reports can be generated automatically by clicking your mouse a couple of times. From this point, ViewPoint takes control providing you with all the information, graphs and charts you will ever need!

ViewPoint provides a range of automated reports, so you can easily review your responses in different ways, thereby saving you time and money! And if you’re a Wizard with Excel, ViewPoint also allows you to take your results and create your own reports in this powerful programme.

Q?CAN I HAVE MORE THAN ONE CUSTOMER SURVEY RUNNING AT A TIME

A.

The simple answer is ‘yes’! 

There are many ways to do this with our system. So call us today on 02476 608830 and we’ll tell you the best ways to go about harnessing the power of ViewPoint.