FAQ
We've compiled our most frequently asked questions. If you don't find what you're looking for, contact us today. One of our experienced consultants will return your call on the same day.
Does PCG focus on certain industries?
We serve federal and state government agencies and corporate clients. We do not specialize in any particular industries but find we are best known for our work in financial services, utilities, healthcare, information services, claims processing, and other consumer service businesses. See Clients section for a sampling.
Does PCG handle all facets of survey work?
PCG senior consultants and research analysts are intimately involved in understanding client goals, designing a research strategy, developing surveys and guides, and driving analysis to actionable findings. As needed, we partner with our vetted, short list of partners to assist with data collection and recruitment of focus groups and/or online panels. PCG project managers are 100% responsible for steering projects to successful outcomes and meeting client needs on time and on budget.
How many employees does PCG have?
We are a lean and agile, high-performing organization of twenty people. We also contract with a number of trusted consultants to fill in with subject matter expertise.
Does PCG have a connection to Stanford?
With five Stanford degrees among the senior team, it does seem that way! We do remain connected to Stanford University, and we're privileged to tap into our relationships with leading faculty members, participate in the business school and engineering department communities, as well as do market research for the University itself. This Stanford affiliation, along with the general innovative climate out in Silicon Valley, help us stay current on leading edge practices.
How is PCG different from other market research companies?
PCG is a top notch market research firm with original roots in the research and analysis world. We now have over thirty years experience and broad capabilities in qualitative and quantitative studies. However, ten years ago we expanded aggressively into the business of helping clients use customer insights to drive performance–whether improving customer loyalty and satisfaction, streamlining service processes, developing brand new services, or developing models which guide investment decisions and maximize business impact. We are pleased to call ourselves a performance improvement firm with a continued focus on understanding and sustaining customer value.
What is "Service Innovation?"
This refers to our capability area that uses innovation and design methods to improve the customer experience. PCG consultants work collaboratively with client teams to frame the innovation challenge. For example, you might need to "migrate customers to self-service channels" or "design a whole new customer experience."
The first phase of a Service Innovation project is usually Customer Immersion. We help your team discover what customers value, what drives their behavior, and what service needs they have. Typically, we then move into a Solution Development phase drawing from different ideation techniques to solicit solution ideas, infusing creative thinking with best practice examples, "what-if" scenarios, role playing, design thinking and process reengineering, and lean six sigma methods. A testing and refinement phase follows where PCG uses prototyping and piloting techniques to help clients quickly test and refine best ideas. Then a comprehensive rollout plan is developed.
For each engagement, we tailor to client's timing and sense of urgency, scope, and internal resources. Visit Service Innovation for more.
How long does "Service Innovation" take?
The first phase of a Service Innovation project is usually Customer Immersion. We help your team discover what customers value, what drives their behavior, and what service needs they have. Typically, we then move into a Solution Development phase drawing from different ideation techniques to solicit solution ideas, infusing creative thinking with best practice examples, "what-if" scenarios, role playing, design thinking and process reengineering, and lean six sigma methods. A testing and refinement phase follows where PCG uses prototyping and piloting techniques to help clients quickly test and refine best ideas. Then a comprehensive rollout plan is developed.
For each engagement, we tailor to client's timing and sense of urgency, scope, and internal resources. Visit Service Innovation for more.
Projects run from two week Rapid Innovation Workshops to 18 month engagements involving testing and roll out depending on the goals and scope involved.
What is "Strategic Modeling?"
This refers to our capability to foresee a decision's impact–before you make it. We use data from operations mapping or customer research to model options in a way that you can see impact, tradeoffs, and opportunities. While these platforms were created by our Economic-Engineering PhDs from Stanford, you don't need a doctorate to find them valuable, as all our models are designed to be easy to use, interactive, and closely linked to real world business scenarios. See the Strategic Modeling section of our website for more.
Here's a sampling of our tools:
Does PCG offer training or webinars?
Here's a sampling of our tools:
Activity Model platform. This is often used by high volume case processing environments. It shows the business drivers across the overall process flow.
Customer Choice Model platform. This uses the output of conjoint research to show what customers would choose and how those choices–by service need and by customer segment–would impact business results such as cost and customer value.
Project Prioritization. We use this for complex, multi-faceted situations where decision criteria are not linear but interrelated.
Asset Management methodology. We developed this methodology during our work with utilities. This option helps maximize asset productivity at lowest cost by guiding managers on their equipment purchase/maintenance decisions.
Customer Choice Model platform. This uses the output of conjoint research to show what customers would choose and how those choices–by service need and by customer segment–would impact business results such as cost and customer value.
Project Prioritization. We use this for complex, multi-faceted situations where decision criteria are not linear but interrelated.
Asset Management methodology. We developed this methodology during our work with utilities. This option helps maximize asset productivity at lowest cost by guiding managers on their equipment purchase/maintenance decisions.
Yes, PCG leads Innovation Workshop for Senior Managers in Washington D.C. and will begin webinars in 2012. Have a topic of interest? Let us know and we'll tailor future schedules accordingly.
How do I sign up to receive the PCG Newsletter?
Please click here and input your contact information. For your convenience, you'll be able to opt out at any time. As always, we'd appreciate any feedback and input on topics of interest.
Do you have any references in my industry?
We would be pleased to provide references so you can help assess our fit. Please see the Client section on this website for past, satisfied clients. Contact us to obtain specific references that meet your needs.
How much does a survey cost?
Survey costs are based on four key factors: survey method, sampling/list availability, extent of analysis (e.g., number of regions, segments), and special needs. Please contact us to discuss some basic parameters, and we can estimate a price range.