MISSION STATEMENT
To provide our clients with timely, accurate, and cost effective
data collection.
OUR VISION
To be the premier provider of IVR data collection to the market
research industry.
SINCE
ITS INCEPTION...
CMS has made its presence known in the market research industry.With
an ever-growing list of top marketing and opinion research clients,
it is easy to see that insiders know CMS can provide the data
they need CMS now serves clients in all business sectors with
marketing data on customer satisfaction, attitudes, uses, product
and concept tests.
Mr. Jim Cummins, founder and president of CMS Research, Inc.,
has spent the entirety of his career in the market research industry.
Identifying his niche in data collection, Jim founded CMS Research
in 1998, bringing the strength of his own extensive background
and a powerhouse staff with a combined 50 years market research
supplier experience. The result is unparalleled customer service.
OPTIONS
Offering premier services has afforded CMS explosive growth
over the years, although pioneering the then alternative IVR technology
was a tough road. At that time, market researchers were mainly
using live telephone interviews, focus groups and mail questionnaires.
When the “Internet revolution” hit the industry, CMS
was already there, expanding its automated services to include
both IVR (phone) and internet survey options. Giving the respondent
the choice of both survey vehicles set CMS apart from the pack.
In addition, clients began to realize that offering the option
of phone surveys offered a true cross section. The large portion
of the population without Internet access could still participate
by using the phone. CMS’s dual approach tackled such issues
head-on, challenging the competition.
ALTERNATIVES
CMS has seen equal business in on-going and ad hoc programs
for clients. A popular on-going initiative is acquiring feedback
from a customer who has contacted a customer service line. As
soon as the customer completes his/her interaction with the service
representative, they are transferred to CMS for a customer satisfaction
survey. The data is captured while it is still top of mind and
could only be administered by IVR. Before such alternatives were
offered, the market research industry had experienced problems
trying to measure customer satisfaction with these call center
interactions. Without solutions such as CMS’s IVR programs,
the industry would have been left with no alternatives to a live
operator waiting to conduct surveys 24 hours a day, 7 days a week.
Alternatively, CMS can offer round the clock data collection with
50% respondent participation.
FOCUSED DATA COLLECTION
Evolving to become purely a data collection supplier, CMS
fine tuned its methodologies. CMS began working with not only
full-service research suppliers, but consultants and end-users
as well. Working closely with a technology developer, CMS challenged
the service to adapt their technology to accommodate much higher
volumes. Once the customized Automated Research Communications
System was developed, CMS emerged as an industry leader.
LOOKING AHEAD
Based in Toledo, Ohio, CMS is gradually implementing a plan
to bring regional service representatives on board to represent
CMS in major markets, such as Chicago, New York and the West Coast.
Other areas of growth include expanded use of outbound calls in
the correct environments, such as reminder calls.