Market Probe began as a consulting company in 1976. Founded by Dr. T.R. Rao, a former University professor specializing in marketing and statistics, Market Probe began with projects focused on market feasibility studies, consumer research, image research and marketing effectiveness.
By 1985, savvy businesses began to see greater value in customer satisfaction and quality studies. Market Probe responded with refined research methods, improved tools and proprietary software and modeling that generated the customized information our customers could use to be more successful.
It didn’t take long for us to see the benefits of globalization. Today, Market Probe’s Voice of Customer, brand and employee-satisfaction expertise reaches businesses around the globe. In addition to our corporate headquarters in Milwaukee, Wisconsin, we operate CATI call centers in the United States, Canada, United Kingdom, India, Dubai, Beijing and Singapore; we have full-service research offices in the U.S., Canada, the UK, Belgium, Bahrain, United Arab Emirates, India, Singapore, Hong Kong and China; and we have formed several strategic partnerships with field agencies around the world. We employ over 300 full-time employees worldwide, including approximately 100 in the United States and as many as 1000 part-time employees. In October of 2011, Market Probe acquired Richard Day Research Inc., Evanston, Illinois. RDR is a highly respected custom market research firm specializing in Financial Services and Pharmaceutical research.
We believe in building a worldwide presence so that we can continue to successfully serve our multi-national clients in an ever-changing marketplace.
SHARE+ Customer Advocacy is a new contemporary framework as part of the continuum in customer research from satisfaction to loyalty to recommendation (NPS) to Advocacy. Advocacy is a multi-item index with strong linkage to business performance. Advocacy is powerful for both B2C and B2B settings.
IMPACT+ Brand Advocacy is the latest framework for linking customer experience, brand advocacy and customer advocacy. It is based on findings that many corporations are beginning to realize the linkage between corporate research efforts in customer satisfaction research and brand research. Positive results from the application of this model are being reported in the B2C and B2B settings.
The firm’s new e-Suite of Reporting Tools provides customers with a suite of three Web-based reporting products which are accessible via the Internet 24 hours a day, 7 days a week. Market Probe’s e-Suite includes e-Dashboard, Insight Manager and Cyber Analyst, all of which are very user-friendly. They all include a rich set of easy-to-use reporting features and the ability to customize these solutions to fit an organization’s needs. Plus, they all take advantage of several existing programs including PowerPoint, Excel and Adobe.
Market Probe believes in the importance of four basic guiding principles in terms of how we view ourselves and our client relationships: Quality, Service, Teamwork and Innovation. To us, these aren’t mere terms. They are concepts that have helped guide us to our position as one of the fastest growing research companies in the world.
Our mission is to help our clients achieve their business goals and protect their long-term assets: their customers, their employees and their brands. To accomplish this, we subscribe to a set of core values:
- Maintain the integrity of the data
- Protect the confidentiality of all client information
- Aspire to the highest standards of intellectual honesty
- Remain flexible to new ideas
- Achieve the epitome of client service and self-improvement
Our senior researchers have authored seven books on the topics of customer advocacy and customer satisfaction and loyalty, and numerous award-winning papers.
The books include,
- The Customer Advocate and The Customer Saboteur
- One Customer, Divisible
- Customer Winback
- The Customer Loyalty Pyramid
- Customer Retention
- Managing the Customer Experience, A Measurement-Based Approach
- Analysis of Customer Satisfaction Data
Market Probe is a certified minority-owned and operated company by the National Minority Supplier Development Council (NMSDC). We appear among the Honomichl list of Top 50 US Market Research Firms.