Experts in meeting the clients needs

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1 Experts in meeting the clients needs Company with quality system certified by UNI EN ISO 9001:2008 since 2000 Memberships: ASSIRM, ESOMAR, MSPA (Mystery Shopping Providers Association) CONFINDUSTRIA, ASSEPRIM and CNCC ITALIA Via Nomentana n Roma Tel. +39/ Fax +39/ Sito web:

2 History Over forty years of experience in market research, social research and opinion polls. Organized in 6 research departments to meet the requirements of public and private clients (GOVERNANCE, MARKET, TOURISM AND LARGE CARRIERS, MOBILITY, LARGE SALES AREAS, CATI AND INTERNATIONAL RESEARCH). Operates a service centre with integrated software for CATI, CAPI and CAWI interviews, a network of interviewers distributed throughout the country and a team of dedicated researchers (research on opinion leaders, B2B, etc.). Can count on ongoing collaborations with universities and leading study centres. Pragma has been planning and carrying out international projects for Italian and foreign clients for more than thirty years. (The Institute has an international Cati centre with mother-tongue interviewers). Pragma is reasearch at 360 with ad hoc solutions.

3 Research Areas GOVERNANCE Assisting businesses and public agencies for the improvement of services and performances in the respective markets of reference. The institute has collaborated with large industrial groups, political parties, trade associations, study centres, and universities. Many of the institute s works were the subject matter of specific meetings and conventions. Clients: Central PA: Revenue Agency, Consip, Formez, Ministry of Finance, Ministry of Labour, Ministry of Public Works, Ministry of Health Local agencies: Province of Ferrara, Regions of Lazio, Lombardy, Marche, Piedmont, Tuscany, Sicily Economic Agencies: Milan Chamber of Commerce, Confindustria, Federexport, ICE (Italian Trade Promotion Agency), Unioncamere Toscana (Union of the Chambers of Commerce of Tuscany) Universities and Study Centres: "Sapienza" University of Roma, Università Politecnica delle Marche, Iref, Irer Lombardy, Irpet Tuscany, Isfol, Lumsa, Enea, CNR, Indire Other: ACI, ACLI, European Community, Fondazione Nord-Est, Rai.

4 Research Areas MARKET Assistance to businesses regarding both qualitative and quantitative surveys on buying/consumption behaviour, on brand/company/product image, on the product/service, and on communication. Since the late 1980s we have been carrying out surveys on expected, delivered and perceived quality, on behalf of private companies and public agencies. Clients: Agribusiness: Agriplan, Amab, Consortium Bio, Ismea Automotive: Fiat, Nissan, Renault, Vectrix Oil: ENI, ERG, ESSO, SHELL, Unione Petrolifera Publishing: Il Sole 24Ore, Edizioni Harlequin, L Espresso, Il Messaggero Wide consumption: Fater, Müller, Serono, Gallaher, Parmalat, Uliveto, Acque Minerali Suio Financing: BNL, Dexia Crediop, Euler-Siac, Unipol, Atradius, FGA Capital, SIC, Monte dei Paschi di Siena, Banca Popolare di Bari Other: Ente Tabacchi Italiani, Lottomatica, McKinsey, Pircher, Saatchi & Saatchi, TIM, Telecom Italia

5 Research Areas MOBILITY Research activities in support of the design of mobility plans (PUM), transportation, traffic solutions (PUT, PTGU), parking, cycling paths and sustainable mobility in general. For many years we have been cooperating with the leading Public Transport Companies to collect passenger data and customer satisfaction surveys among clients; we have offered qualified consulting to mobility Agencies, public traffic and transport departments in order to collect data on delivered and perceived quality and on mobility supply and demand at the local, regional and national levels. Clients: Mobility Agencies: Turin, Milan, Rome, Parma, Forlì-Cesena, Piacenza, Modena, Bologna, Rimini, Ravenna, Ferrara Public Transport Agencies: ATAC Roma, ATC Bologna, ATC Terni, ACTV Venezia, APM Perugia, Atesina, ATM Ravenna, GTT - Gruppo Torinese Trasporti, ATMA Ancona, C.A.T., Tep - Parma Other: Civicom, Zetema, Euromobility, Federtrasporto, Rete Ferroviaria Italiana, Cento Stazioni, Sitaf, I.T. Ingegneria dei Trasporti, Steer Davies & Gleave Ltd Local Agencies: Provinces of: Lecco, Milan, Venice; Municipalities of: Rome, Latina, Verona; Regions of: Emilia Romagna, Lombardy, Piedmont, Tuscany, Sardinia. Public Services: Agency for the Control and Quality of Local Public Services of Rome, AMA Roma, ATO5, City of Turin Environment Division, Comieco, Risorse Per Roma, Province of Catanzaro, Environmental Protection Sector of Ferrara.

6 Research Areas TOURISM & LARGE CARRIERS Analysis of tourist phenomena and travelling behaviours, in order to support developing strategies for the appeal of specific regions, to segment domestic and international demand and to measure market positioning of tourist products. We perform surveys to evaluate the allocation system among the various means of transportation, the travelers satisfaction towards used means, the positioning of transport service supplier within the main traffic routes. Clients: Rail transport: Centostazioni, Cisalpino, FER Ferrovie Emilia Romagna, LTF Lyon Turin ferroviaire, Trenitalia, ACAM Air transport: ADR Airports of Rome, Airone, Alitalia Institutes: Aigo, Bank of Italy, Isnart, Ministry of Public Works and Transport, Region of Sicily. Other: Autodromo Nazionale Monza Società Incremento Automobilismo e Sport (SIAS), Autostrade per L Italia, Fiera di Milano, Net Engineering, Promptu, Telepass Ucina.

7 Research Areas LARGE SALES AREAS L.S.A. The latest addition in our sectors of activity, it gathers information about the various aspects of managing Large Sales Areas, that is, shopping centres, outlet shops and retail in general, but also the increasingly important commercial areas within terminals (train stations, airports, the underground), and cultural and entertainment centres (Museums, Auditoriums, theme parks, exhibitions and multi-functional areas). In particular, this area is dedicated to: monitoring the levels and dynamics of the turnout, profiling the customers, surveying delivered and perceived quality, analyzing the localization context, and carrying out web and social network analysis. Clients: Train stations: RFI, Centostazioni Airports: ADR Aeroporti di Roma Retail stores: Decathlon, Coop, Eataly Fairs: Fiera di Roma

8 Research Areas CATI AND INTERNATIONAL RESEARCH Assistance to foreign Agencies and Institutes to carry out surveys on the Italian national territory. Our International Cati Centre is perfectly capable of carrying out interviews in the main foreign markets. Clients: Foreign institutes: Gfk Uk, Usia-Office of Research Usa, Ipsos Germany, Ipsos France, Gallup Spain, Quota Research, Suve, Psra, Cohen Group, Bva, Spectra, Ipsos Korea, Nielsen, Ifak, Promptu, Imas International, Iwd, Krc Companies: Stanleybet, Fga Capital (Fiat), Artesia, Isnart, Ismea, Ufficio Unico Pit 8 Lecce, Trenitalia, Agenzia Milanese Mobilità, Vectrix Europe, Wirthlin Consulting companies/research Centres/Universities: Mc Kinsey, Agra Ceas Consulting, University of Urbino, Demos & Pi

9 Exclusive products FI.DO. Customer Demand Loyalty Customer satisfaction and customer loyalty - A step forward in traditional Customer Satisfaction studies. Besides measuring the level of satisfaction and pinpointing the product/service strengths and weaknesses, FI.DO. supplies a segmentation of customers according to the loyalty index. BRA.V.O BRAnd Value Observatory Management of brand value - A standardized tool for tracking and monitoring the well being of a brand, by analyzing all the brand s valuable components and comparing them to competitors. A.S.TRA Strategic Analysis of TRAde Service quality through the mystery client - A tool allowing to gauge through the customer s eyes the performance of the different service components, highlighting where action is to be taken. MO.VI Travel Monitor Observational survey on Italians travels - 39,000 interviews per year analyzing mobility and travels longer than 50Km in order to outline a complete description of medium and long-distance mobility. A.VI.C.S Artificial Vision Counting System An automatic surveying system based on artificial vision for counting, analyzing and qualifying flows of vehicles and people.

10 Resources & Services 3 Board Members 6 Research Area Directors 4 Consultants 8 Quantitative Senior and Junior Researchers 2 Qualitative Researchers specialized in focus groups, motivational focus, creative groups 2 Service Centre Directors 13 Service Centre Employees 6 Secretarial/Administration Staff Members IN-HOUSE SERVICE CENTRE Field Department About interviewers spread all over the country at the provincial level. Specialized staff for interviews to opinion leaders. A national network of interviewers for mystery shopping surveys. 120 tablets for C.A.P.I. interviews. EDP A team of statisticians and programmers dealing with data processing and management systems. NIPO software, an advanced web solution for the integrated management of CATI, CAPI and CAWI surveys, with user friendly interfaces which also allow protected remote access to data by the Client. C.A.T.I. 100 work-stations with Italian interviewers. 40 mother-tongue interviewers at the headquarters in Rome for surveys on the main foreign markets. Editing, coding and database management Editing of paper questionnaires, coding of open ended questions, recovery of missing information, consistency checks. Database management (Excel, Access, SQL). The production, organizational and management processes are described and measured within a certified quality system (UNI EN ISO 9001:2008 since 2000)

11 Main Surveys The following are just some of the most relevant surveys carried out by the Company in recent years Survey on international tourism (in joint-venture with DOXA) The survey was carried out continuously from 2004 to The object is to obtain information on expenses by residents of Italy for foreign travel and by foreigners for travel to and within Italy. The survey consists of interviews per year with travelers crossing the border (road and rail crossings, airports and sea ports) with data sets Monitoring of perceived and actual delivered quality - ENI Verification of the standard of quality on the national petrol network. In 2010 the survey consisted of CAPI interviews, C.A.T.I. interviews, face-to-face interviews each year. Qualitel Quality monitoring of TV programmes. The survey was carried out twice a year from 2009 to 2013, with 7,500 interviews for each phase, using CAPI technology. Customer Satisfaction of the National and International Passengers Division and of the Regional Passengers Division A continuous survey involving 45,300 interviews per year aimed at assessing the perceived quality of the service.

12 Main Surveys First and second report on the demand of vocational guidance The survey aims to provide a picture of the demand for vocational guidance in Italy to better understand and manage the process of transition and transformation that involves both school and work. The survey was conducted through a series of sample surveys involving employees, secondary school students, university students, unemployed people and immigrants, for a total of over 4,000 interviews Monitoring of advertising broadcast by national radio stations Identification, recording and analysis of daily program schedules and isolation of advertising material contained in them to monitor respect of legal restrictions and national advertising regulations Monitoring the service levels and the implementation of the service contract between the City of Rome and AMA Quarterly survey aimed at estimating the indicators defined in the service contract and at determining the compliance with the contractual obligations. The monitored services provided by AMA concern three areas: Management of Non-recyclable Urban Waste, Management of Recyclable Waste and Support Activities Monitoring the communications campaign of the Italian NIC registro.it An articulated plan for qualitative and quantitative surveys to help verify the validity and effectiveness of a communication campaign: scenario analysis (point 0), pre-test, monitoring of the campaign in use (post-test in progress), internet survey, conclusive post-test.

13 Research on quality

14 CONTACTS Rome Headquarters Milan Branch Office

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