Quality of Service

Quality - The Core Tenet of our Business Strategy

From your first telephone call to Greenfield Online/Toluna, through sampling and data delivery, you'll notice the superior service and product that we provide.

Our business is your business, and; we've leveraged our team of Six Sigma professionals to diagram the market research process, and created a workflow designed to streamline our survey data delivery from start to finish.

• Greenfield Online/Toluna implemented Six Sigma in 2004
• Six Sigma defines, measures and analyzes performance throughout the project lifecycle
  • Customer sat survey administered upon project completion
  • Clients rate multiple aspects of service on 5 point scale
  • Dissatisfied experiences lead to thorough root cause analysis
  • Well-defined “problem review” process – diagnoses problems and develops action plan to correct for future
  • Helps identify areas for growth/improvement
  • “First Time Right” program helped us win the CQIA award in 2008, a precursor to Malcolm Baldridge Award
  • Comp – based structure - employee salaries/bonuses are impacted by quality deliverables
• We’re investigating ISO standards 26362 published in January 2009

98% Customer Satisfaction Rate

When you place a phone call to Greenfield Online/Toluna, you'll speak to sales professionals that can provide you with quick pricing and project plans, and enjoy a service team that understands your data preferences and work style. We send a client satisfaction survey upon the completion of each project to gather customer feedback and ensure that we continue to improve upon our delivery processes.