20/20 Insight GOLD
  Unleashing the full power of FEEDBACK!


Case Studies

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What Our Customers Tell Us...

Cathryn Plum

Cathryn Plum, Customer Support Manager, Take Flight Learning/Team Builders Plus

"With over 15 years of daily use with 20/20 Insight Gold, Team Builders Plus is dedicated to this top level survey software system. We administer 360-Degree Feedback, Team and Organizational Surveys for our clients. The software offers a wide variety of options that can be customized for each client’s needs.

"If any technical questions arise there is always a friendly and helpful voice waiting to help us. If we choose to reach technical support via email we can also depend on a quick reply as well.

"Team Builders Plus plans to continue to use 20/20 Insight Gold for all our survey needs."

Melissa Ann Auter

Melissa Ann Auter, Workforce Development, Florida Department of Health

"I’ve used 20/20 Insight to facilitate about four dozen 360 assessments and the system is extremely user friendly. Although admittedly a bit intimidating at first (as all new things can be), I easily caught on quickly. The reporting features are particularly helpful in identifying strengths and weaknesses. When confronted with an obstacle, PSS tech support is accessible and always helpful in solving the issue at hand. I recommend 20/20 Insight software."

S Holinsworth

Sheryn Holinsworth, Manager of Employment Development & Training, Henrico County, Virginia

"We have used 20/20 Insight as a Leadership Assessment tool for our voluntary Leadership Development Program since we started  the program in 1996. Currently, we have approximately 450 county employees in this program. As participants in the program, they complete a series of assessments, ending with a 20/20 Leadership Assessment survey. If they have been in their role for a year or longer, and if their staff have been relatively stable in their positions, they do a 20/20 survey on the same nine competencies that apply to all county employees.

"After taking the 20/20 Insight survey, participants meet one-on-one with a leadership program coach for about two hours to review the 20/20 results, along with those of other assessments, such as the MBTI and the DISC. We utilize a strengths-based approach to help the participant understand and maximize their strengths as a leader.

"The beauty of 20/20 Insight is that it gives multi-rater feedback. Often people do a good job of relating to one or two groups – e.g., to Direct Reports and Peers but not to their Supervisor(s). 20/20 helps them identify this tendency and to work on it. If someone does not identify well with people at higher levels within the organization, it will keep them from moving up. 

"The thing I like the most about 20/20 Insight is the report that participants receive. I like the way it gives you an opportunity to make comments that are anonymous. The ratings are also anonymous, but they still reveal patterns. The rating bars are in different colors, so that patterns jump out at you before you even read all your results. You can see huge disconnects before even reading the respondents’ comments.

"On an individual basis, I really think that 20/20 Insight has helped people who could not understand why they were putting a lot of effort into certain aspects of their job, but were not seeing the results of their efforts. 20/20 sheds light on why they were not seeing the results. On an organizational basis, I think that 20/20 Insight is one of the key tools that has helped us become a Learning Organization. I think that, up until the time we implemented the Leadership Development Program, we were doing a very good job of grooming managers to do traditional (management) tasks. But we needed leaders who could build teams and build talent. We had managers who could control tasks, but we needed managers who could lead people. I think that 20/20 Insight helped open their eyes to where they needed to grow to become true leaders. 

"The reason 20/20 Insight is effective in Henrico County is because of the richness of the diverse feedback. I really think the anonymity of the feedback reduces the risk of giving feedback. It really gives people a chance to say, “This person is struggling with (some behavior) and it is hurting them (in this way).” Sometimes the feedback is the other way around! Sometimes it is feedback regarding how good the person is, and it gives the person the confidence to apply for a higher-level position. If 20 people rate a person and the lowest rating is 4.8 on a 5.0 scale, I can encourage that person to move up! We had a front-line supervisor who was very happy in her position, but we had a position opening for a middle-manager, and she decided to take it based on our encouraging her to do so as a result of her 20/20 ratings. Now she is a Deputy Director!"

...And the Feedback Keeps Coming

"We really like 20/20 Insight because we can use it for multiple applications. Our first application was to assess our mid- to upper-management. Our goal was to determine their leadership skills and to begin to introduce a culture change. We wanted to increase our leaders’ soft skills by moving them from strictly a revenue-producing focus to a blend of bottom-line and people skills. We’ve also used 20/20 Insight to assess one of our training programs. The tool was very efficient at gathering and reporting the data. Top management had questioned the usefulness of the program. However, after conducting the survey, the reported ratings and comments provided the evidence we needed of the benefits offered participants.

"From an administrator’s point of view, I found the system extremely easy to use for creating and editing assessments and running reports. And their customer support was great! The training we received was very complete, and if we ever had a question about anything they were also very responsive, helpful and pleasant to deal with." 

Amy Heslep, Training Specialist
American Systems

Using 20/20 Insight GOLD has made it possible for our company to use 360 degree assessments to identify training and development opportunities without the time- consuming and error- prone task of manual tabulation or the expense of an external consultant. Performance Support Systems provides top-notch technical support, training and on-line help. I highly recommend the 20/20 Insight GOLD product for companies of all sizes.

Valerie Kaufman

I just want to share with you that I finished the project and printed the final reports. Thank you from the bottom of my heart. You have always helped me. You do not go the "extra mile." You go the extra "THOUSAND MILES." I was also interested to learn about the 20/20 name. However, for me, it should be 80/20, where 20% is just the software, but 80% is the excellent customer service you provide to clients like us.

Dickmar Tejada
Memphis Light, Gas and Water

We believe the 360-degree process is an invaluable tool in identifying strengths and weaknesses in the way teams work. Since we're a fairly small firm, we need a 360 survey tool that is easy to administer yet provides us with the reporting necessary to understand what is going on. Our surveys range in size from a single subject with a dozen respondents to 100 subjects and 1400+ respondents. 20/20 Insight meets our needs for all these surveys. We are very satisfied with 20/20 Insight and WebResponse.

Chuck Pearsall
Sperduto & Associates, Inc.

I've found 20/20 Insight to be extremely user-friendly and have been able to create projects for lots of surveys in addition to using the program for performance feedback. For example:

  • Employee surveys to get feedback about the company picnic
  • Input from employees on the types of financial seminars they'd like the company to offer
  • Surveys to gather ideas about future location for the corporate office building
  • Internal quality survey to determine how other departments perceive the services of a given department

In addition to being able to create a variety of surveys, the PSS staff has been remarkably helpful, friendly and always available.

Shannon R. Cassidy
Granary Associates

The 20/20 Insight WebResponse software received very positive feedback... We had a strong completion rate and the managing and tracking of the web administration was user friendly. WebResponse has increased our technical capabilities and has the potential to reduce costs and enhance the growth and development of our employees.

Zanzia L. Russell
Ball Aerospace & Technologies Corp.

As the software administrator for our organization, I have found 20/20 Insight GOLD to be the perfect feedback and survey instrument. It is extremely easy for me to use... One of the greatest features is that the software can be so easily customized. Not only have we successfully used the software for our multi-source feedback assessment...we have also used it for customer satisfaction surveys, organizational effectiveness surveys, and training evaluations. I couldn't imagine doing my job without it!

Lori Burleson
Regan Holding Corporation

I'm a Human Resources Representative... One of my biggest projects is our World Wide Employee Opinion Survey, which includes our offices in Asia, Europe, Mexico, South Africa and Australia. We used the WebResponse Hosting Service, and it worked great. I was able to create the survey and tabulate the results much more quickly. And I was able to administer two other surveys at the same time. Web assessments were so easy to set up and manage.

Kami Johnson
Fourth Shift Corporation

The 20/20 Insight software is extremely flexible and user-friendly. If we did have questions, the support from the technical staff at Performance Support Systems was excellent. The information we have obtained is being used by employees to set goals and design individual development plans throughout the entire organization.

Nancy Lombard
PEMCO Financial Services

Incorporating 20/20 Insight into a training program for our salespeople has met with very positive results. The participants of the class feel they have gained valuable knowledge about how their customers perceive them and they would not have been able to obtain this information elsewhere.

Ginger L. Eardley

The 20/20 Insight system is so user-friendly and technical support has been wonderful to work with (although the system is so easy I rarely have to contact them). I have received rave reviews from my employees on how well they like the electronic format, it is simple and confidential and is very easy to administer.

Patty Camp
Barr Engineering

The 20/20 Insight software is very user-friendly. I have evaluated several software packages, and this one provides the most bang for the buck. Also, the support staff at PSS has provided very professional, courteous, and prompt assistance anytime I've ever had problems. These problems have been rare.

Greg Tedder
Santee Cooper


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