QRA approaches each program with a customized and flexible approach. We begin the design phase with a discovery meeting, in which program objectives, processes, concerns, and issues are identified and addressed.

Topics addressed in the discovery meeting are:

• Statement/Review of research/program goals and requirements
• Demographic/sampling identification issues
• Identification of "Key Interaction Areas with Customers"
• Discussion of customer contact within each of the Key Interaction Areas
• Identification of the functions/processes within each of the Key Interaction Areas
• Review of the research process and program objectives.

After completing the discovery meeting, QRA begins to develop the actual survey/questionnaire. In some cases, QRA will recommend gathering information directly from the customer and/or end users in order to ensure their opinions are captured in the design of the final survey/questionnaire.

QRA will select and apply the following survey/questionnaire design techniques in order to ensure the most comprehensive and actionable survey for our clients:

• Exploration of Attributes From Existing Surveys/Research
• Analyze Process for Critical Incidences With Customers
• Explore "Quality Dimensions" With Customer Interface
• Apply Tested and Learned Practices
• Conduct "Focus Groups" to Explore Research Questions (if needed)
• Conduct In-Person Interviews (if needed)
• Conduct In-Depth Telephone Interviews (if needed)

Prior to fielding the final survey, we "pilot test" each survey with the target audience to insure the most reliable and accurate data collection possible. All surveys are completely tested and approved by QRA's Lead Analyst, VP of Research and Analysis, and the client.

Once a customized program in place, we can provide incremental surveys at specific intervals to augment and refine the program(s).

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