F.A.Q.

Here are the top 7 factors for a successful win/loss interview program.

1. High level management commitment.
2. Sales management buy-in.
3. Field education and sales reps' buy-in.
4. Memo from high level manager to field stating expectations that sales reps participate.
5. Provide 3x the number of names as the targeted number of completed interviews.
6. For blind interviews, CUSTOMERS MUST NOT BE TOLD WE WILL BE CALLING.
7. Respond to our status and bugging messages. We are very, very persistent.

The short answer is always that more interviews yield more confidence in the results.

Our philosophy is that each and every interview should be conducted to the absolute highest level of quality such that each transcript is a valuable deliverable in its own right. That is why we only use experienced IT professionals as the interviewers. However, based on our experience and analysis in prior engagements, the following provides a “rule of thumb” for the number of interviews required to get to an given level of estimated statistical confidence:

8 interviews = 80% statistical confidence
10 interviews = 85% statistical confidence
12 interviews = 90% statistical confidence
15 interviews = 95% statistical confidence

Wins and losses should be counted separately. We therefore recommend 16 interviews in total (8 wins and 8 losses) to generate an 80% level of statistical confidence in the reasons found for both wins and losses. Without sufficient win interviews we cannot address your real strengths versus your competitors' weaknesses, and without sufficient loss interviews we cannot address your real weaknesses versus your competitors' strengths

Losing sales reps probably did not understand what the customer wanted. If you ask the losing sales reps why they lost, they won’t know the real reasons. If you rely on them to find out why you were beaten and implement changes based on this misinformation, you will be wasting money.

Sometimes the best compliments come from the customers where you lost and the most stinging complaints come from those where you won. You need to hear all the feedback to take action

We conduct both blind and non-blind interviews. Wherever possible, we recommend blind/anonymous interviews to ensure customer honesty.

Yes, any number of interviews can be done. Generally, only one interview is done per contest.

A Ph.D. in statistics was hired from Stanford Research Institute (SRI) International. The Ph.D. was shown the interviewing technique we use, the scoring, and so on. This Ph.D. was provided actual data which was used to craft the correct formulas to use.

Interviews can be done in any country you require. In any language needed. We use local Silicon Valley experienced IT professionals who are native language speakers. These interviews are done using long distance phone calls. We do it this way to insure high quality, consistent interviews. Interviews are conducted during normal business hours for the target country, in other words, we will interview late at night or early in the morning if needed. The recorded tapes are then translated into English.

PSP stands for “Peer Survey Professionals,” a name which highlights the fact that we use only industry experts to interview customers. The senior decision-makers we interview respond because we can engage them in a meaningful and interesting conversation.