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Saint Paul, MN, March 25, 2009 - The customer research and consulting firm E.G. Insight has created the 2009 edition of its benchmarking report which uses advanced metrics in measuring customer satisfaction, confidence, and loyalty.

Using data from over 238,000 in-depth interviews and E.G. Insight’s proprietary Customer Confidence Index® metric, a team of analysts has created a comprehensive report to provide benchmark scores across 15 key performance indicators, including Value, Product Quality, Delivery, and Innovation.
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The following is a summary of a discussion between E.G. Insight Senior Consultant Rhonda Sunnarborg and an Executive Director with a client currently implementing a CRp® client interview process within his organization:

1) In general, how have you found the CRp® interview process to work?

“First and foremost, it gives you a concrete reason to get in front of a client. It provides a forum for them to talk and for you to listen. Every client enjoys talking about their business. They respect the process. They appreciate the fact that my company is trying to improve. It’s become a staple of our business.”

2) How has this process helped you on an individual level?
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