Promising Outcomes can trace its roots to the seminal service quality research conducted under the auspices of the Marketing Science Institute in the 1980s. Building on that work, Promising Outcomes LLP co-founder, Bill Fonvielle, began in 1987 to create a set of methods and research tools that represented a new and revolutionary model for understanding and measuring customer – vendor relationships.
Meanwhile, research conducted by Fonvielle demonstrated that irrespective of economic sector, about 70% of the time when a customer switches from one supplier to another, the most immediate cause is a defect in service quality. In other words, most brand-switching is the result of a breakdown in the relationship between the vendor and the customer.
In the mid-1990s, Fonvielle realised that the new tools he had developed, most notably expectations mapping, could be applied to measuring the quality of relationships between vendor and customer project teams on a highly individualised basis. Instead of relying on measures such as post project client interviews or win-lose project metrics, vendors could get real time actionable measures that could lead to improved relationships, reductions in lost business and better financial performance. The system was piloted successfully at a large global training and consulting firm.
With the advent of vastly improved computing tools that could make the process much less labor intensive, Fonvielle and Promising Outcomes co-founder Rowan Jackson decided in 2009 to offer a unique suite of expectations based offerings to the business world.