US Department of Agriculture: Conducted customer satisfaction measurement and tracking research for the Centralized Servicing Center of USDA’s Rural Development Division. Developed and implemented an OMB approved survey instrument (in English and Spanish) to measure homeowner satisfaction with all areas of contact with USDA. USDA has consistently improved its overall customer satisfaction rating utilizing the results of this research.
Missouri Department of Transportation: Developed and implemented a program to administer MoDOT’s Supportive Services program that is targeted at Disadvantaged Business Enterprises in Missouri. Conducted research to identify issues facing DBE firms that prevent their growth and success as suppliers and contractors for MoDOT. Instituted a nationally recognized training and coaching programs that work with DBE firms to increase their capacity and sustainability as successful businesses and contractors for MoDOT.
Parents as Teachers: Performed market research to validate expansion of market area, customer base, and specific demographic segments. In this research we identified target audiences as decision makers and/or influencers, critical issues to be addressed to achieve planned growth, and communications strategies to be applied for achieving growth and expansion. Research included conducting stakeholder interviews to explore key issues facing growth, analyzing target market segments, and identifying strengths and weaknesses in face of growth.
St. Louis Community College: Conducted survey of transfer students and graduates of St. Louis Community College to identify gaps in student expectation versus experience. Developed a matrix of action items for both the community colleges and four-year institutions to follow in order to improve the transfer process.
ProSource Wholesale Floor Covering: Assisted this national franchise operation to identify and prioritize markets for store expansion. The statistical model we developed utilizing floor covering industry data, demographics and economic/psychographic information enabled the company to evaluate the potential of each MSA and also identify specific areas within the MSA for new store locations.
The Bank of Edwardsville: Analysis of Bank of Edwardsville’s compliance with Community Reinvestment , Home Mortgage Disclosure and Fair Lending regulations. Prepared detailed analytical reports and maps displaying loan distribution among compliance-sensitive demographic and geographic segments of the bank’s assessment area. Identified gaps in performance versus a group of peer lenders in the market and presented findings to the bank’s board of directors for action..