Please tell us what Loyalty Partner does?

Loyalty Partner is a part of an American Express Group. Company was found in 1998 by Alexander Rittweger and since that time expanded its services on many markets including India, Mexico, Germany and Poland. In Poland Loyalty Partner has been operating Bonus Program PAYBACK since 2009, the largest multi-partner Program in the country. Program’s members collect PAYBACK points for their daily shopping at partners’ stores (for example Allegro, BP, Empik, Real, Multikino). PAYBACK points can be redeemed into rewards, cinema tickets from Multikino, miles from Miles & More and discounts for shopping. Members can also support Pajacyk charity program with PAYBACK points.

Why did you decide to cooperate with mysurveylab?

We needed a good online survey tool that could support our regular marketing surveys (PAPI, CATI, Omnibus and focus groups). The most important selection criteria were : time needed to obtain survey report, ability to self-manage surveys and total cost of performing survey research. Online survey tool offered by mysurveylab completely met our requirements.

Can you describe how do you use mysurveylab in your daily operations?

PAYBACK grows extremely fast in Poland. We are the leader in direct marketing and we set market trends, therefore it is very important for us to understand our customers, learn about their needs and look for insights. This includes virtually all of our actions. Very often, even during the design phase, there are many questions and decision points that in a very short time can be addressed and solved thanks to mysurveylab online surveys.

How exactly do you use online surveys and survey results?

Online surveys created with mysurveylab mainly serve us as a market research tool, participant’s moods barometer and to gather opinions about our actions. Originally, we planned to use online surveys occasionally but so far we have conducted over 40 online surveys with mysurveylab.

What are the benefits that Loyalty Partner obtained thanks to mysurveylab?

PAYBACK Program in Poland involves over 10 million cards, 23 partners and over 100 online shops. Thanks to the unique know-how we provide the highest service standards for our partners and Program members. Online surveys created with mysurveylab (in addition to dedicated analytical team and regular marketing research) allow us to obtain feedback from program members in a very short time, which allows us to make the best decisions.

NPS (Net Promoter Score) is gaining more and more attention. Organizations more often start to measure customer loyalty with NPS instead of satisfaction.

NPS has been created by Fred Reichheld, Bain & Company i Satmetrix. In 2003 it has been described in  Harvard Business Review in the article "The One Number You Need to Grow".

In practice NPS conception is very simple. Respondent answers one question "How likely is it that you would recommend our company/service  to a friend or colleague?", by selecting rank between 1 - 10. People that selected 9 - 10 are called Promoters, values 7 - 8 are called Passives, and marks below 7 are called Detractors.

Depending on selected value respondent is redirected to answer additional question and can describe what hi/she likes or dislikes about the company or services.

Your task is to have as many Promoters as possible, and at the same time as little Detractors as possible. NPS is calculated by dividing from percentage of Promoters, percentage of Detractors. It is assumed that 70% is a good score.

Net Promoter, NPS, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

Dear Users and Friends,

2010 was full of challenges for us. mySurveyLab has changed a lot, and you have big part in it. Many functionalities and improvements have been made because and thanks to you - our users. Thank you for all your ideas and that you are with us.

Among many changes (it is impossible to mention all of them) we have introduced in the past year you can find:

• group work and multi-user support for a single account
• enhanced security thanks to full support for SSL
• full support for languages written from right-to-left (RTL), like Arabic, Hebrew, or Farsi
• survey customization (logo, survey color skins)
• new, enhanced on-line survey engine

We are very happy that each day more and more people selects mySurveyLab to conduct their on-line surveys. Among our clients are big international corporations, small companies, nonprofit organizations, and individuals.

In the past year you have been using mySurveyLab to measure functionality of web services, measure satisfaction of training participants, gather opinion, you created on-line registration forms, and even conducted survey for a wedding guests.  

We started New Year 2011 with optimism, new ideas, and pack of new functionalities for you. We will write about it soon.

We wish you all the best in 2011 and many successful on-line surveys.

- mySurveyLab team