We understand that small does not mean unimportant ... it just means small. So when a major luxury resort approached us with a data collection project that would result in a limited number of completed surveys a month, we were eager to assist.

The objective of this B2C customer satisfaction study was to survey event planners and brides who recently planned events or weddings on the resort's property. The resort used the feedback to ensure that it continued to provide the desired services and level of professionalism that these significant occasions require.

Since only a certain number of events is able to take place on the property in a given month, it was imperative for us to be successful in obtaining completed surveys from as many subjects as possible. We recognized the need to provide the greatest quantity and highest quality of results to our client while maximizing efficiency to keep costs down.

To best accomplish these objectives, we used our dual-fielding platform. This allowed us to interview via phone and online simultaneously using the same database. If a subject completed a survey online, that subject was immediately removed from our call center's automated dialing queue. Or, if a subject participated via phone, the corresponding online record was removed from active status so that the subject would not receive further e-mail prompts to complete the survey.

Our dual-fielding platform enabled our client to benefit from data that was captured quickly, efficiently and accurately. We saved the client time and money by eliminating any potential unnecessary contact attempts. Our experienced interviewers were able to focus only on those who hadn't yet responded, thereby increasing our completion rate.

We may not have collected a significant quantity of data, but the quality of the data was the true value related to this initiative. The knowledge that our client received from this study enabled it to discover best practices and implement improvements that helped it to increase business.