About Us

Testimonials

Farmers Insurance Hawaii
Project: ClarityKit. Voice of Customer Program conducted for Sales, Service, Claims, Property and Commercial
Results: “ClarityKit has been a valuable tool in our customer quality program. Customized reports that provide performance results, for individual employees and entire teams, assist our leadership team in targeting improvement areas that are meaningful to our customers. These customer quality improvements we’ve executed have helped our business build customer loyalty in a very competitive marketplace.”
Patti-Jo Day, Vice President Customer Service

AIG Hawaii (now Farmers Insurance Hawaii)
Project: Surveys and market studies, including employee surveys for internal climate assessment, customer expectations and satisfaction.
Results: “…Employees were inspired to achieve their own personal and team goals. The management team aligned incentives with measurable success and encouraged employees to celebrate those successes. Over the two year journey, AIG Hawaii eventually achieved an outstanding 85% NPS, while dramatically reducing the cancellation by 20%, increasing the sales conversion rate by 8% points, reducing 16% operating cost, and increasing the number of policies on the books.”
Jackie Ingamells, Vice President Customer Service

Servco Pacific Inc.
Project: Monthly customer satisfaction surveys by phone. Finance and insurance market studies.
Results: “Servco gets timely results. The organization is strong both in qualitative and quantative research. Data is highly reliable with consistent results over time. They have always accommodated our needs, exerting whatever efforts possible to understand our business problem, recommend a research effort that shreds light on that problem, and do whatever additional follow-up research or analysis is needed to hone our understanding.”
William M. Kawashima, Director of Marketing

Young Brothers, Limited
Project: Annual Customer Satisfaction Tracking Survey. Conducted yearly since 2003
Results: “They conducted their work in a very professional manner…timely…provided the information we needed…identified areas of improvement...work done has been exemplary and fees and competitive.”
Bruce McEwan, VP Administration

FCH Enterprises Inc. dba Zippy’s Restaurants
Project: Surveys and market studies, including employee surveys for internal climate assessment, customer expectations and satisfaction.
Results:  “We were very pleased with the contents and depth of the analysis...have always been impressed with work and company.”
Jason T. Higa, President & CEO

Kamehameha Schools
Project: Alumni survey for policy analysis and systems evaluation division of one of Hawaii’s largest private schools.
Results: “Project plans have always been feasible and cost-effective…provided excellent service, often going beyond what is required in the contract to ensure that the product has maximum value…never failed on a commitment…unfailingly responsive and flexible…always provided excellent value.”
Katherine A. Tibbetts, Research Scientist