Portfolio Data

Icon: back arrowBack to Award Search

SBIR Phase I: Method and Means for Collecting and Analyzing Customer Service Performance Data



200 Centennial Drive
Huxley, IA, 50124-4707

Award Year: 2010


HUBZone Owned: No

Woman Owned: Yes

Socially and Economically Disadvantaged: No

Congressional District: N/A

Tagged as:


Phase I

Seal of the Agency: NSF

Awarding Agency


Total Award Amount: $149,544

Contract Number: 0944952

Agency Tracking Number: 0944952

Solicitation Topic Code: IC

Solicitation Number: NSF 09-541


This Small Business Innovation Research (SBIR) Phase I project will test the baseline requirements necessary for the development of an employee performance measurement platform that utilizes technology to accomplish a continuous service performance data flow used to motivate employees to higher performance levels through the use of quantitative reporting, and consistent, steady recognition/reward systems. Currently, business managers within the services industries have few reliable, quantitative methods for measuring and managing employee customer service performance. Research components for this project include: 1) Test the utilization of POS (Point of Sale) / PIN-pad technologies in a live retail environment to determine their capability in supporting this transaction level surveying process 2) Determine if consumer respondents will engage in this point of transaction survey process 3) Determine if the resultant data provides meaningful reporting that demonstrates the fluid nature of customer service and fills the knowledge gap regarding employee performance. Employee performance and nearly every other customer-facing element of business is rendered subjective without the timely input from the customer. With continuous and consistent data measurement available through the electronic delivery of survey questions / capture of responses real time at the transaction level, a quantitative employee performance system is established. With transaction level performance data combined with contextual data such as employee, time of day, etc. new dimensions of employee performance measurements will be derived.

Award Schedule

  1. 2010
    Solicitation Year

  2. 2010
    Award Year

  3. Award Start Date

  4. Award End Date

Principal Investigator

Name: Lois Pannkuk
Phone: (515) 460-5886

Business Contact

Name: Lois Pannkuk
Phone: (515) 460-5886

Research Institution

Name: N/A