Internet Benchmarking Exchange (IBE) Feedback

2. Internet Benchmarking Exchange (IBE) Feedback Best Practices, LLC conducted this survey to assess how the IBE is functioning and to find ways to make this online research service even more valuable for you. Study Objective Key Topic Areas • IBE Survey Awareness and Participation • Sponsoring Surveys • Format and Value of IBE Survey Results The goal of this survey was to identify how the IBE is working and ways to improve the service.

3. Benchmark Class The benchmark class included the following 16 member companies. • AstraZeneca-UK • BT • Cisco Systems, Inc. • Deutsche Telekom • DuPont • Eastman Kodak • Intel • Korry Electronics • MetLife • New Brunswick Power • Sankyo Pharma • SCT • Thomson Legal and Regulatory • U.S. Department of Veterans Affairs • Verizon • Wachovia Contact Center

4. Key Findings The following five key findings emerged from the survey data. • GBC members are aware of the IBE research service, are beginning to use it and still have questions. • Many GBC members forward survey invitations to the appropriate person(s) if they have appropriate information and the topic is relevant to the company. • Incentives, such as credits toward reports or GBC membership, may help to increase survey participation. • Overall the research deliverables provide members “good value.” • Most GBC members would like to send more targeted survey requests within and outside the GBC to increase survey participation.

5. 14 Account Manager 7 E-mail Survey Invitation 5 Quarterly GBC Meeting 1 Another GBC Member 1 Other I am not familiar 0 Awareness of the IBE Most GBC members (14 of 16) learned about the Internet Benchmarking Exchange service through their Account Manager. This is great! Through what communications did you become aware that Best Practices LLC offers its GBC members an Internet Benchmarking Exchange (IBE) survey service? Choose all that apply. (N=16) Communication Types Number of Responses

6. Frequency of Survey Notification More than half (9 of 16) of the surveyed members think weekly e-mail invitations are just the right frequency of notification. GBC members now receive e-mails about current surveys every Monday. A weekly distribution of survey e-mails is: (N=16) Other: When Needed Too frequent; I prefer once/month 1 2 Just the right notification 9 Too frequent; I prefer once every other week 4

7. The more participation, the better. This makes the service more valuable. 7 If IBE surveys are more targeted to non-members, they should also be targeted to members. 7 IBE surveys should only be filled out by GBC members, even if response rates are low. 3 Other 2 Expanding IBE Participation Data shows that most members surveyed prefer to seek participation in a more targeted fashion, within and outside the GBC. What is your reaction to allowing specifically-targeted employees in other non-member companies participate in IBE surveys to increase participation? (N=16) Member Reactions Number of Responses

8. 76-100% 51-75% 1 2 26-50% 8 5 1-25% IBE Survey Relevance Benchmark data shows that half the members find 26-50% of the research topics surveyed to be relevant to their company. Estimate what percentage of the research topics used in IBE surveys have seemed to you to be relevant to your company. (N=16)

9. I research who the appropriate person is and forward to him/her 6 I complete surveys for which I have appropriate information 3 I forward it only when our company needs the information requested in the survey. 3 I only forward surveys if I already know the appropriate person 2 2 Other I have neither completed or forwarded it to someone else in my company. 0 Forwarding Invitation E-mails Nearly half of surveyed members (6 of 16) reported that they researched the appropriate person and forwarded survey invitations to that person. What do you typically do with survey invitation e-mails? Choose the best response. (N=16) Method of Forwarding Number of Responses

10. Forwarding with explanation of IBE, GBC and benefits 11 Phone conversation with appropriate person 10 In person conversation with appropriate person 8 Personal notes to appropriate persons 7 Forwarding e-mails with a general FYI note 6 Leaving voicemail to appropriate persons 3 Other 1 Forwarding survey e-mail without cover note 0 Engaging Your Colleagues E-mails with clear explanations of the IBE service, phone conversations and in-person conversations emerge as the top approaches to engage others within your company on IBE surveys. What effective approaches do you use to introduce IBE surveys? Choose only all effective approaches that apply. (N=16) Introduction Approaches Number of Responses

11. “Disseminate benefit information at senior staff level and show how results may be used for improvement.” - Company 8 “Mention this is a FREE opportunity to obtain an exchange of information.” - Company 2 “Send an introductory letter or print article in newsletter to employees explaining the IBE & GBC and benefits for sharing. Share the information at Group/Team meetings to include an example of their company using the exchange.” -Company 6 “The personal touch always seems to increase participation. I would recommend making a phone contact (even by voice mail) to explain what, why, how’s of the survey. And then make sure the survey results get distributed to those who participated.” -Company 13 “Stress the importance of knowledge sharing and how you can apply practices learned with your own organization.” -Company 9 IBE Survey Benefits What do you recommend that other GBC members do to win participation in their online surveys within their companies?

12. Credits toward research reports 11 Credits toward future membership 11 Credits toward future database access 6 Credits toward doing future surveys 5 Recognition on the web site 1 Recognition at GBC meetings 1 Other 1 Incentives for Participation Credits toward research reports and future membership are effective incentives for IBE participation for most surveyed members. Which of the following incentives would encourage you or members of your company to participate in IBE surveys? Choose all that apply. (N=16) Incentives Number of Responses

13. 6 3 2 1 I understand it reasonably well but have questions I understand it fully I don’t understand it at all I understand some of it Initiating IBE Surveys More than half of surveyed members (12 of 15) report understanding the IBE service, but several have additional questions. Please rate your level of understanding of what Best Practices LLC offers to companies seeking to initiate a survey through its IBE survey service. (N=15) Number of Responses 3 I understand it almost fully

14. Anticipated IBE Surveys Survey members report planning to sponsor any number of surveys in the next year. However, just under half the respondents plan to initiate four or more in the next 12 months. How many Internet Benchmarking Exchange (IBE) surveys do you anticipate initiating in the next 12 months? (N=16) 6 Four or more 4 Two 3 None Number of Surveys 2 Three 1 One Company policy prohibits sponsoring surveys 0 Number of Responses

15. Presentation slide results 2 Teleconference calls 2 Presentation slide results and raw data 11 Sharing Survey Results Most surveyed members prefer to receive a presentation of analysis and a matrix of raw results. Which formats for sharing IBE survey results are most effective for you? (N=15)

16. Benchmark Class Key Findings No value No value Little value Little value 1 1 1 Good value 1 Great value 5 Good value Great value 2 3 9 2 5 Moderate value Moderate value Analysis Findings Overall Value No value Little value Little value Good value 1 2 1 Great value Great value 6 2 3 8 Good value 3 4 No value=0 Moderate value Moderate value Value of Survey Deliverables Overall, most surveyed members find each key aspect of the presentation deliverable to be of “good value.” This is good news! Please assess the value to the following aspects of the survey slides. (N=15)

17. I read them and shared with appropriate person(s). 11 I read them and did not forward them. 4 Other 2 I did not read them and did not forward them. 1 I did not read them but forwarded them. 0 Distributing Survey Results Most GBC members read survey results themselves and share the findings with appropriate person(s) within their company. What have you done with the results of IBE surveys in which your company participated or sponsored? Choose all that apply. (N=15) • Who’s Receiving IBE Surveys? • Peer colleagues • Project Sponsors, Business Champions (regardless of title) • Vice President, CIO • Senior Staff • Assistant VP, VP • CIO • General Manager, Vice President • Director • Business lines & staff offices Distribution Methods Number of Responses

18. Survey Benefits for GBC Members GBC members share the following specific benefits they or their company has realized from results of the IBE research services? • Identify what other companies are doing across multiple industries. • Stimulate discussion and debate within company. • Assist with decision making, policy setting and basic comparisons. • Learn more about how companies are managing important processes.

19. Increasing the Value of IBE GBC members reported the following top key opportunities for the Internet Benchmarking Exchange (IBE) research services. • Include a short description of the companies who participate (e.g., company size, industry, etc.). • Segment survey data based on industry and size. • Group similar types of exchanges to ease in distribution and handling (i.e., many of the IT surveys). • Send individual notes for each request with the due date listed in the subject line. • Keep surveys relatively short. • Make surveys more detailed and quantified. • Have account managers make personal contact with their clients to encourage participation in specific surveys. • Expand participation outside GBC on select surveys.

20. What are your reactions to the survey data? Let’s Talk!