Quality AssuranceYour Data Delivered with a Human Touch
Count on BestMark
At BestMark, our dedication to quality assurance is unmatched. Over the years, we’ve built a quality-assurance system of checks and balances that permeates every aspect of our business. Here’s how we quantify qualitative data for you and create a report you can trust.
BestMark quality assurance experts meticulously review all field representative surveys to ensure they’re completed according to our high-quality standards before we provide the information to you. Our quality assurance team is supplemented by automated checks for consistent answers, advanced branching rules and back-end fraud and error detection systems.
We offer a variety of surveys and question types, including qualitative surveys, quantitative surveys and a combination of both. If required for your specific project, we would gather in-depth reports from our field representatives that allow us to understand unique aspects of an interaction that can’t be captured with survey questions alone.
If there’s ever a question about content, we contact the field representative to clarify. If we discover the assignment was not performed according to program requirements, we remove the results and allow another field representative to perform the contracted assignment at no charge to you.
Reports customized for you
BestMark provides survey and audit data the way you need it, from aggregate to detailed reports on each interaction. From your customized dashboard, you can see recent results and trends. Our tools allow you to create custom reports, send reports directly to employees or managers, use action plans and alerts to ensure managers follow-up on issues, and more. Putting feedback about customer satisfaction in the hands of employees, managers, coaches and executives can directly impact customer service.
Careful Review for High-Quality Data
Many of our competitors don’t even employ quality editors. Are you willing to make critical business decisions based on data that may not be accurate? BestMark’s exceptional staff of quality assurance editors are thoroughly instructed on how to work with each client and their custom reports.
BestMark quality assurance editors scrutinize scores and narratives, dates, times, receipts and underlying methodologies while preserving the voice of the field representative. Surveys that don’t adhere to our strict quality assurance standards are rejected. BestMark also reviews the work of our quality editors and randomly performs spot checks to ensure that quality editors are continually meeting our stringent standards.
You can be confident that each and every mystery shop, intercept interview, compliance audit, panel/focus group discussion or survey will be performed to your exact requirements. We guarantee it.
Supported by Smart Technology
Our IT staff works hard to provide quality data with our rules-based tracking system. Here’s how:
Automated quality control
A manual review by our quality assurance team is supplemented by automated checks for consistent answers, advanced branching rules and back-end fraud and error detection systems. We love complicated algorithms. We audit our field representatives’ scoring habits to ensure that scoring is not biased, and if field representatives consistently submit all high scores or low scores, they’re targeted for further review.
We even track how much time each field representative spends reviewing client requirements and completing each page of our online survey forms. This is just one of many quality control measures that allows us to determine whether adequate time was spent completing an assignment.
We also limit how many times a field representative can visit the same location or client in a given month, year or period. Limiting exposure at a single location greatly helps to maintain anonymity, which ultimately increases the quality of our services.
Excellent Oversight, Service and Support
BestMark field representatives, project managers and IT professionals are dedicated to your program’s success.
We manage all field representative and scheduling operations internally. We don’t use any outsourced or subcontracted companies or people to manage or schedule our field representatives or edit our results. This allows us to maintain superior quality control over our entire operation.
We maintain a staff of full-time field operations project managers who cultivate one-on-one relationships with our field representatives. Through consistent direct contact, our field representatives feel like they’re a part of our company, and we instill in them a high level of personal accountability and pride that their feedback is important.
Most of our competitors are turning to off-the rack software to support their operations, but we maintain a dedicated IT staff that’s committed to developing software that adheres to our strict quality assurance standards.
Experience our unmatched dedication to delivering quality information you can count on.