Customer Service Assessment Program in Stuart, Florida

Mission Statement

Capturing the full story through superior data collection methods.

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Key Contacts

Stuart H. Marion, Managing Director

Stuart Is The Founder Of Capture And Is Responsible For All Relationship Management And Ensuring The Highest Level Of Customer Satisfaction. Stuart Manages A Portfolio Of Accounts, Conducting Third-party Hr Interviewing Across The Globe. He Also Is Responsible For Strategic Planning, Consultation And Partnering Services For Many Of Capture’s Clients.

Maureen Hamilton-marion, Director, Vice President

Maureen Joined Capture In 1994 And Is Responsible For All Accounting Operations, Information Management, And It Testing Procedures. Her Portfolio Of Accounts Includes Banking, Healthcare, And Financial Service Company Support Operations. additionally, Maureen Also Manages Our Technical Writing Team, Delivering High-quality Policy, Procedure And Training Manuals. Her Team Prepares All Statistics, Presentation Materials, Tabs And Banners For Capture Clients.

Justin R. Council, General Manager

Justin Has Been With Capture Since 2015 Focusing On Learning The Methodologies And Advantages Of Our Research Approach, And Then Finding Select Clients That Would Benefit From This Type Of Relationship. Justin Will Manage A Portfolio Of Diverse Clients And Provide Them With “wow” Client Services, And Pricing They Could Not Get Elsewhere. In 2019, Justin Was Named General Manager Of Capture Isg And His Leadership Has Already Improved Our Own Retention.

1) Survey Research And Hr Interviewing

At CaptureISG, our research center teams work with clients to survey employees, current or former, measure customer satisfaction, and assess engagement in your organization. Our CATI system (computer-aided-telephone-interviewing) controls the direction of the questions as well as any quotas needed for general research surveys. In business since 1991, we look forward to learning more about what your needs are, and how we can become a turn-key strategic business partner.

2) Customer Service Assessment, Employee Profiles And Multiple-level Statisticss

Our Capture Pathways program can be used for any call center or small department with agents responding to customer needs. We measure customer service interactions and compare that with your standards. Whether you are talking about branch banking or high net worth investors, or even a customer support department of any kind, you need to keep these consumers happy and the service we provide will measure your agent's performance against your standards. If you don't have standards, our technical writers can help you develop documentation and share this with your team. We want everyone to succeed. After a quarter or other period of assessment, you as the client will receive a written executive report, a profile for each agent showing how well they performed against those standards, and also, results of multiple-choice questions agreed to by the client. At Capture, "We INSPECT what you EXPECT."

3) Voice Of The Participant

Voice of the Participant is a client satisfaction program designed for State Vocational Rehabilitation Programs, State Rehabilitation Councils, and Vocational Rehabilitation Service Providers. This unique line of survey questionnaires is designed to specifically capture the perspective of Vocational Rehabilitation (VR) services participants in various statuses in their case life cycle with relevant and actionable information for VR programs. Capture ISG began developing the Voice of the Participant (VOP) program after discovering that many of the solutions offered to VR agencies are developed without an understanding of a need and clientele State Vocational Rehabilitation programs serve. Because of this lack of understanding, the researchers conducting the surveys, the methodologies used and the questions asked are not always producing high-level data that is actionable for the State agencies – leading to a low return on investment. With leadership from our General Manager, Justin Council, who is a former Vocational Rehabilitation Counselor, the VOP program began to take shape and now includes features that are unlike research being conducted by other market research companies including: • Status-specific question sets for better data capture of each participant experience • Methodologies that are accommodating to disabilities to encourage inclusivity • CRC-trained research staff who understand the Vocational Rehabilitation process and mission • Escalations of answers that need extra attention including potential success story candidates • Specific data collection of experiences with WIPA Services, Partnership Plus, Client Assistance Services (CAP), and others. • WIOA-Required metric collections • Telephone interviewing to gain verbatim answers, necessary to go beyond the simple ratings or “Yes/No” answers The VOP program provides VR agencies with a service that is designed specifically for the needs of the Agency, Council, or Service Provider; and is not a client satisfaction survey platform adapted to the needs of VR. To learn more, contact us at 772-223-5400 or Justin.Council@captureisg.com

Service Locations

Employee Phone Surveys Stuart  -  Telephone Survey Stuart  -  Exit Interview Stuart
Capture Pathways Stuart  -  Customer Service Assessment Program Stuart  -  Employee Voice Of The Participant Stuart

Citations

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Updated as of 4/17/2025

Contact Information

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