Institute for Service Research Services

Services

We provide research-driven solutions to organizations of all sizes.
Our divisions offer custom solutions to help bring you the best expertise.

Ports, Harbors, and Sea Level Rise Economic Impacts Division: The mission of this ISR Division is to estimate the direct, indirect, and induced economic effects that water-related industries have on communities. Projects can include economic estimations for large cruise industry clients or can also encompass assessing impacts, job creation, and value-added effects for small recreation-based ports.

Master Planning and Public-Private Partnership Division: The mission of this ISR Division is to develop strategically-grounded plans for organizations to win new customers and to serve their existing ones more often. In some situations, such plans entail public-private partnerships. We use a proprietary combination of qualitative and quantitative research techniques to develop innovative strategies, while at the same time, enhancing long-run sustainability.

Customer Delight Clinic Division: We provide organizations with tools necessary to create and maintain a customer delight culture. These clinics include seminars for front-line staff and managers and tactics for implementing a sustainable delight culture. This is a popular option for assisted living communities, hotels, retail stores, private clubs, and private education providers looking to bring a competitive edge for their customer service. Such customer delight clinics can also be incorporated into organizations' new employee orientation programs.

Mystery Shopping Division: The mission of this ISR Division is to offer expertise that can be used to mystery shop a firm to identify service-related strengths and weaknesses. It is recommended that our mystery shopping services be tied to employee reward-based incentives and educational seminars.

Marketing Research Division: The mission of this ISR Division is to apply sound qualitative and quantitative research methods to provide answers to firm’s questions about their markets and offerings. We seek to answer questions about the design of firms’ offerings by uncovering consumer insights through research that offers consumer behavior information. Target clients for this division are in the assisted living, hospitality, private education, retail, and tourism sectors looking to understand their markets better.

Destination Branding Division: The mission of this ISR Division is to understand how constituents view a destination’s brand image and to determine whether that image should be reinforced or strategically shifted. Our proprietary approach combines qualitative and quantitative research techniques to measure consumers’ perceptions and develop marketing tactics and strategies relative to competitors’ positioning.

Asset Management / Operational Audits Division: The mission of this ISR Division is to analyze existing operations and offer tactics to improve both immediate efficiency and long-run performance, with special experience in hotels and restaurants. We do this with a physical inspection of work-flows and spaces to identify bottlenecks and inefficiencies. We also analyze and review accounting, financial, sales, and purchasing records to target areas of improvement.

Not-For-Profit Economic Impacts Division: The mission of this ISR Division is to estimate the social and economic impacts spawned by churches, educational institutions, and other non-business entities. The models generated in these projects include both traditional economic impact metrics such as job creation as well as social impact metrics.

Parks, Recreation, and Festival Economic Impacts Division: The mission of this ISR Division is to empirically assess both the direct and indirect economic impacts stimulated by visitors to festivals and attractions. We estimate monetary effects and job creation spawned by visitation. Our clients in this division represent both public and private entities. Our work in this area also includes estimating the economic future benefits of proposed capital improvement projects.

ROI on Capital Improvements Division: The mission of this ISR Division is to enhance an organization's ability to maximize ROI on capital improvements and investments in customer amenities. This ROI maximization is achieved by truly understanding what customers want and are willing to pay for.

Customer Satisfaction Tracking and Metrics Division: ISR will monitor the satisfaction of a firm’s customers and create metrics for continuous learning and improvement. We use data mining and text mining tasks that uncover non-obvious customer trends. We provide Year-to-Year and Month-to-Month comparisons to track changes overtime. This is a popular option for hotels, resorts, park systems, and assisted living communities looking to better understand and appeal to their guests and residents.

Strategic Planning / Feasibility Analysis / Needs Assessment Division: This ISR Division estimates the future performance of firms’ or destinations' proposed development projects. We build models to project the size and structure of future customer segments and estimate revenues and economic impacts. Similarly, we can gauge the level of demand / support in communities for certain offerings and the readiness of the community to offer the proposed items.

Destination Readiness and Workforce Attraction: As destinations emerge from the Covid-19 pandemic, many are finding it difficult to adequately serve visitors due to a lack of workforce availability. The mission of this ISR Division is to help destinations solve this problem by using qualitative and quantitative research techniques to identify viable solutions.

Lean Assessment and Reengineering Division: The ISR mission is to help healthcare, services, and other organizations achieve maximum efficiency by assessing their organization’s performance, analyzing opportunities, and developing a plan for successful improvements. We accomplish this through on-site training, workshops, 5S approach, and Lean improvement projects. We will lead your team through the entire process, along with preparing and mentoring your staff, as they themselves improve your organization. Our efforts, along with yours, will bring results of a highly efficient and standardized process that are fully implemented, documented, and sustainable.

Sales Training Division: The mission of this ISR Division is to deliver educational workshops that will enable the sales staff to close more deals. Our training content incorporates both verbal and non-verbal rapport building tactics and education regarding the improvement of negotiation performance. Both hospitality and retail firms regularly utilize this sales training division.