About Us

PinPoint Research

PinPoint Research is the leader in Voice Driven Research® servicing the customer experience (CX) enterprise market. With over 30-years’ experience, PinPoint Research pioneered IVR technology applications for contact center consumer survey research. Today, our proprietary hosted IVR Voice Based Surveys™ technology incorporated in the PinPoint Voice Insight Platform™ delivers solutions for capturing and analyzing consumer speech to drive CX service improvement and innovation.

Our Mission

Our mission is to build long-term business partnerships with our clients by achieving operational excellence through honest communication, proven systems, leading technology, and a dedication to client satisfaction.

Our Executive Team

Walter L. Good


Walter Good provides PinPoint Research customers with 30 years of experience managing the growth and strategy of B2B technology companies. For the last 15 years, Walter has focused on managing research and analytics technology companies that service global brand customers. Walter Good was a co-founder of MarketTools, a company that innovated the usage of software-as-a-service to develop and deploy survey technology to meet the needs of research, agencies, and global brands. During his tenure with MarketTools, Walter formed investment alliances with Procter & Gamble and General Mills, which resulted in the rapid innovation of those companies’ consumer research strategies. In addition to serving as President and board member of PinPoint Research, Walter Good serves on multiple boards of directors. Walter completed both his undergraduate degree and graduate studies at San Diego State University Business School.

Lili Palomo-Pujol

Chief Operating Officer

Lili is responsible for the day-to-day management of business operations and customer success, with specific responsibilities managing the company’s Implementation and Program Management Services Division. Lili’s business experience spans all aspects of solution consulting, implementation, customer success and product management with specific expertise in survey data collection and helping clients get more from speech-to-text and Voice Driven Research.
In the past, Lili was an associate analyst with Abt Associates in Chicago. She also holds an MBA from Haas School of Business University of California, Berkeley.

Steve Crawford

Chief Technical Officer

Steve Crawford is one of the leading technologists in the telephony research market. Steve’s role is focused on the management of PinPoint’s technology team and R&D, driving innovation and integration of voice recognition and multi-modal survey technologies. Drawing from his decades of experience in IT systems design and web services administration, Steve brings data analytics and reporting, and systems security to PinPoint’s Voice Driven Research™ and speech-to-text platform. Steve also is responsible for overseeing PinPoint’s IVR system centers and ensuring the outstanding quality of service and system reliability that has become the hallmark of PinPoint’s market reputation.

Our Address


2001 Addison Street / Suite 300
Berkeley / CA. 94704

Toll Free




Contact Us

This field is for validation purposes and should be left unchanged.