Richard S. Mathews

Dick is President of Mathews & Company, a 30+ year-old consulting firm that has specialized in IT customer satisfaction measurement, benchmarking and improvement since 1975. His "How're We Doing?"™ workshops, surveys, report cards, and benchmarking services have helped improve customer satisfaction for his domestic and international clients. His benchmarking database of 500+ IT questions is by far the largest in the industry and no other individual equals his years of IT customer satisfaction measurement experience.

James D. Polito

Jim is Vice President of Mathews & Company. He brings to clients in-depth experience in all aspects of market research, including project management, study design, production, interviewing, focus group moderation, analysis, report preparation, presentation of results and leading improvement-planning workshops.

He previously served as director of the Customer Satisfaction & Loyalty Group at FIND / SVP, where his business development and management efforts resulted in customer satisfaction measurement, custom survey research and global multinational survey programs for many leading firms, including EMC Corporation, Hewlett Packard, Dupont, Air France, and the Naval Undersea Warfare Center. These projects involved all survey methodologies, including in-person, telephone, mail and Internet surveys.