Customer Satisfaction / Loyalty Research

At PBR we understand how the interaction and relationship you build with your customers translates into success. We have designed our interviewing and technological processes with this as the building block.

The PBR Way

Customer Service ro the Nth Degree

Progressive customer service training program designed to use specific techniques to collect customer data, create positive experience and resolve escalations to customer satisfaction.

Integrated Multi-Mode Data Collection (Data Collection 2.0)

CATI, CAWI, Online, IVR

We offer our clients Data Collection 2.0 solutions. In today's technology driven world our team and systems can work 24/7 offering your customers the options and convenience they expect.

Customer Concern Alerts

All of our Data Collection systems include an issue escalation capability called a Concern Alert.  When a customer issue is identified, the customer information and issue is immediately sent to you in real time.  This allows for your team to quickly address the customer's concern, possibly saving and retaining their future business.

Call Recording

Part of our Total Quality Management philosophy is continually learning and improving. Recording calls allows us to identify and address specific training and coaching issues. This also gives a record of each interaction for future reference.

Spanish Speaking Interviewing

As the US becomes more diversified so do customer bases. Accordingly, PBR offers Spanish speaking interviewing as a customized research solution to allow for customer demographics to be accurately represented.