Van Manen Joins The MSR Group as
Vice President, Senior Methodologist

Omaha, Nebraska January 25, 2012 – The MSR Group today announced the addition of Scott Van Manen, PhD, as Vice President, Senior Methodologist. The move reflects the firm's ongoing commitment to providing clients with an advanced level of statistical modeling and analysis.

Dr. Van Manen has over 15 years of research experience across multiple industries, developing a broad range of advanced analytical skills. These include custom analytical programming, market segmentation, data base modeling, driver analysis and more. In addition, he has done extensive work with culturally based response patterns and sampling methodology.

His work involves research for companies like FedEx, BP, AOL, Time Warner, Oprah Magazine, AAA, Intel, Southwest Airlines, Nissan, H&R Block and Sony.

Dr. Van Manen received both his Doctorate and Master's degrees from the University of Massachusetts at Amherst and his undergraduate degree from Youngstown State University. He is the author of several publications and white papers.

The MSR Group is a nationally recognized full-service market research company. It has been rated one of the world's top focus group facilities by an international survey of focus group moderators. In addition to providing unprecedented qualitative research, The MSR Group offers a full complement of quantitative methodologies including APECS®, the award-winning customer satisfaction and advocacy measurement program.

Leading Customer Experience Measurement Tool Improves for 2012

Omaha, Nebraska January 18, 2012 – The MSR Group, a national market research organization, today announced the release of version 3.2 of its proprietary customer advocacy measurement tool, the APECS® Performance Monitor.

The APECS® Performance Monitor is a proven system to not only measure customer satisfaction and advocacy but also to enable clients to improve service delivery. According to Dick Worick, President of The MSR Group, the newest version includes several enhancements that make APECS® an even more powerful tool for coaching and service improvement. Many of these were developed in conjunction with the company's large retail banking clients.

Features debuting in the 2012 edition are:

• A robust Action Plan component where branch managers can identify problem service areas, set goals, outline action steps, and have their progress tracked automatically

• The Idea Bank™ best practice sharing module to communicate successful action plans for improving scores throughout the organization

• Longevity reporting so upper-level management can identify at a glance how long each branch has been below average on key driver indicators, making it easy to prioritize coaching and follow-up

• Additional stack ranking charts, allowing branch managers to identify how their branch compares to everyone in the district/region, plus the average

These enhancements further establish APECS® as unique in the field of customer experience monitoring.

The MSR Group is a nationally recognized full-service market research company. It has been rated one of the world's top focus group facilities by an international survey of focus group moderators. In addition to providing unprecedented qualitative research, The MSR Group offers a full complement of quantitative methodologies including APECS&reg, the award-winning customer satisfaction and advocacy measurement program.