Pinpoint Research Corporation

PinPoint Research Corporation specializes in automated market-research interviewing. We are pioneers in the use of interactive voice response (IVR) for market-research. We developed our Totally Automated Telephone Interview (TATI???) system over two decades ago and have never stopped improving it. Our web-based interview system is integrated with our IVR system to allow a survey to be simultaneously deployed using both methodologies. PinPoint Research is not a generic technology firm where interviewing is "just another use for the system". We are market-research experts and have designed our systems to handle the unique requirements of the research industry. PinPoint Research conducts millions of interviews every year. Put our experience to work for you: Customer satisfaction Employee satisfaction Data collection from field researchers New product testing Call center evaluation Automated surveying using PinPoint Research's IVR, web or combined approaches offers many advantages. Click on any item for an expanded explanation. +No Interviewer Bias Whenever a live interviewer is used to conduct a survey there is a significant risk of introducing bias. Interviewers may intentionally or inadvertantly "coach" the respondent and differences in accent and speaking style may result in unwanted variations in responses. IVR surveys use recorded prompts so all respondents hear an identical survey eliminating the possibility of interviewer bias. +High Reliability PinPoint starts with reliable and stable software then installs it on robust telco-grade computers featuring redundant cards, drives and power-supplies. Each of these computers has at least one backup. Our two geographically dispersed facilities protect against a regional disaster and extensive monitoring and alerting systems keep our staff informed of the status of every machine. +Instant Feedback Our system can send "instant alerts" by email, pager or fax upon the completion of every survey or only those which meet specified criteria. These alerts can allow managers to give employees and immediate kudo for a job well done or to address a problem area before more customers are affected. Open end voice responses can be attached to an email or the email/fax can direct the recepient to a phone-based listening facility. +Integrated Web/IVR PinPoint's integrated Web/IVR system allows the same survey logic to be deployed using both methodologies. Data from the two methods is collected in a single, cohesive format and quota-management, ID lookups and similar operations are handled from a single data source. If you prefer to use your own web system, PinPoint can work with you to integrate your web data collection and our IVR system. +Rapid Setup PinPoint's system allows our project managers to quickly convert a script into a deployed survey. +Quick Changes PinPoint's system is designed to allow us to update a running survey "on-the-fly" with no downtime required. People who have started a survey will complete that version of the survey but new respondents will receive the revised survey. +Open-end responses Both the web and IVR systems can allow a respondent to type or record an open-end response. IVR responses can be transcribed, delivered as a batch over the internet, or sent on CD. Researchers can also listen to the comments on our phone-based listening-facility, via a web-based system or have the comments attached to an instant alert email. +Listening Facility PinPoint can set up a listening-facility to allow you to listen to open-end IVR comments wherever a telephone is available. We can also set up a web site where you can listen to comments online. +Call Transfer PinPoint can let respondents reach customer service from within a running survey. For example, a caller who has indicated that they are dissatisfied or is having a problem can be offered the opportunity to talk directly to a customer-support representative. +ANI capture PinPoint captures the ANI (caller-id) of every IVR caller. This can be used to obtain a geographic profile of respondents, to limit repeat calls for a number, to detect "gaming" or for a variety of other purposes. +DNIS capture PinPoint captures the DNIS (dialed number) for every IVR call. Multiple numbers can be assigned to the same survey to allow researchers to determine where an invitation originated. +Rotation/Randomization Rotation and randomization allows us to program surveys to present different sets of questions to different respondents or to alter the order in which questions are presented. +Advanced survey logic Surveys can branch based on single responses, calculated results from multiple responses, and from information retrieved from databases or other external sources. +Multiple-language support Surveys can be programmed in multiple languages. Respondents can select their language at the start of a survey or different languages can be attached to different phone numbers or web addresses. +Professional project management PinPoint is staffed with market-research professionals. We are not an IVR or web company that does surveys as a sideline. Our staff members stand ready to provide whatever advice or guidance you desire to make your project a success. +On-site technical staff Do you have unusual file-transfer requirements? Does your survey require a feature we don't currently support? The people who write and maintain our software and systems are right here on-site and ready to work with you to meet your technical requirements.