Success Story: Excellence in Quality and Project Management
At Rakuten Insight, we focus on providing high-quality data and outstanding project management services. Our proprietary panels, round-the-clock global support, and exceptional customer service, inspired by the Japanese concept of ‘omotenashi’ (heartfelt hospitality), set us apart in the market research industry. This case study highlights how our dedication to these values helped Quester to overcome significant challenges and achieve their research objectives.
CHALLENGE
Quester was conducting a large multi-country tracking study for one of their major clients. They encountered significant data quality and feasibility issues, particularly in Asia. These challenges threatened the integrity and success of their study, necessitating a reliable partner to ensure high-quality data collection and seamless project management.
SOLUTION
To address Quester’s challenges, Rakuten Insight implemented a comprehensive approach focused on:
■ Ensuring data quality
Data quality is assured on every survey we run with our panels by using a combination of Rakuten Group antibot technology with industry-leading knowledge, skills, and experience of Rakuten Insight’s in-house experts. From sign-up to survey to payout, panelists are subjected to multiple layers of checks to ensure quality.
■ Providing continuous support
Our global operations team monitored fieldwork around the clock, addressing issues promptly. Dedicated Project Managers in both the client’s time zone and the fieldwork region coordinated with local insight checkers, partners, and panel managers to provide seamless 24/7 support.
■ Delivering exceptional customer service
By leveraging centralized local expertise and systems, combined with an ‘omotenashi’ (heartfelt hospitality in Japanese) customer-service mindset across our multicultural teams, we provided Quester with consistent, high-quality service throughout the study, ensuring an exceptional client experience.
RESULTS
Rakuten Insight’s approach led to outstanding results for Quester. By ensuring high-quality data collection and offering continuous support, we effectively tackled the data quality and feasibility issues they had faced. This collaboration not only overcame the immediate challenges but fostered a long-term relationship built on trust and excellence.
“Several years ago, we were running a large multi-country tracking study for one of our largest clients. We quickly started noticing data quality and feasibility challenges in Asia.
We engaged Rakuten Insight on the tracking study and they delivered beyond our expectations. Throughout the years of our rich partnership, our team has been impressed with their consistency to continuously deliver high quality respondents with the same exceptional project management team. Rakuten Insight is a true partner that cares for our business and helps fuel our growth.”
Tim Hoskins – President of Quester
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