Title: Rogers Survey Client: Rogers Industry: Media / Telecommunications Purpose: Product Research & Development

The challenge:
The "New Product Introduction" Department of Rogers Cable requires ongoing polling of services introduced to subscribers of Roger Cable. Traditional methods including existing online surveys were difficult to create administer and extrapolate useful trends. Rogers needed an engine that was easy to use, flexible in question styles and simple to draw critical customer service information from. This property also had to integrate with a visually superior interface design and be very "User Centric" to contribute to the ease of use for customers to participate in the information exchange. Rogers also needed the ability to independently initiate changes, and add new surveys on demand, without the need for external contractors.

The Digital Rain eSurvey solution offered:
Administrators have complete control over survey content, user information, question type, time settings, time zones, languages, information retrieval formats and presentment of reports for analysis.

Provide Rogers with Digital Rain's e-Survey solution that enables the user to control the eSurvey via a "form-driven" technology that allows easy access to add, update, delete, and upload survey content. Through this environment of rapidly changing products, specifications, pricing and all other product and service information, the e-Survey solution is a valuable, user-friendly tool that gives the Product Manager independent control over a system, from any location, remote or local, with no programming skills required.

Among the site highlights are:

• An effective method of assessing customer, staff, suppliers and contractors satisfaction quickly, increasing retention
  
• Ease and efficiency of creating surveys and viewing relevant results, minimizing time spent dealing with IT personnel, saving the company revenue and resources
  
• Easily adapted to deliver tests, giving Rogers the information necessary to make possible program changes based on customer knowledge, allowing for greater customer satisfaction
  
• Provides instant feedback on customer satisfaction issues that can be addressed immediately, allowing a program or service to be altered quickly, increasing customer retention
  
• Track selected topics/subjects such as "Installation Satisfaction", giving the administrator the ability to pull specific information from the system, decreasing the time spent with IT personnel
  
• Supports further education of new products and services for customers and internal staff, developing a knowledge base that can be used for Rogers "University" type programs in the future

Product Features

• Rogers remotely and dynamically assesses the survey results
  
• Rogers will survey and test a user's basic knowledge and then recommend resources based on the results
  
• Survey and test statistics are dynamically generated and can be viewed at any time by Rogers Administrator, e.g. Registered Customer Information, Individual Scores, Average Score by region, Customers that did not answer the survey and question statistics.
  
• E-Survey module functions securely and independent of internal infrastructures
  
• Can be accessed via low benchmark modems (28K+)
  
• Rogers training and marketing personnel can execute all surveys and assessments with no programming knowledge required.
  
• Question storage database quickly populated for random selection of questions for staff.
  
• Questions can be delivered in a random selection for participants partaking in test.
  
• Questions are available in a variety of formats and different formats can be used within the same test.
  
• Multilingual capacity
  
• Participant registration provides for immediate email database and contact resource.
  
• This module can be utilized as the base for an expanded online University in the future

What this meant to Rogers:

• Increased visibility for Rogers Cable
  
• Streamlining the process of marketing and customer service information gathering
  
• Ability to track success ratio for new product releases (such as Video on Demand)
  
• A pro-active way to let customers know their opinions are important to Rogers