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Homeowner user guide for new house purchase
Development of a new online guide to benefit new house buyers, which is planned to be released across the industry to all major house builders
Business Challenge
Understand if the industry would be interested in this service, which can either be provided to the companies to look after themselves, or whether they would like the industry institute (the client) to control the process
Solution
A focus group in the south of England, with Sales Directors and Managers from key housing developers
Results
Widely accepted idea, with backing from all developers, except they want more information on costs and opportunities available to them through the user guide
Management accountant employers
Identify the attitudes of employers to the qualifications, business skills, training and continuous professional development (CPD) needs of financial management staff
Business Challenge
Overall objective is to find out the cost of losing talent in the workplace and the cost of seeking new talent in the workplace
Solution
450 CATI interviews of those who employ manager accounts and those who don’t across a range of industries
Results
Evidence suggests companies need more management accountants and the qualification offered by the client is important. Overall, the client (an institute in this industry) is seen as beneficial to management accountants in their development and therefore to their business
Skills and Demands in the UK Engineering industry
To establish the engineering skills shortages amongst business partners and on=-business partners of the client (a trade association)
Business Challenge
Survey required to find out the skill shortfall in the engineering industry. This is the 5th annual study and will be used to understand the industry’s demand for skills, and will act as a PR tool
Solution
400 CATI interviews of business partners and non-business partners
Results
Industry has had an upturn since the recession, with more companies actively recruiting staff to meet their needs
Lancashire ICT Skill Requirements
Enable higher and further education establishments to establish ICT training and development courses to meet the needs of digital industries in Lancashire.
Business Challenge
Identify the ICT skill needs in Lancashire to enable HE/FE and other organisations to develop and deliver appropriate and effective education and training solutions to develop the ICT skills required in the region.
Solution
Telephone interviews took place with those who employ IT professionals in Lancashire. 100 interviews with employers involved it eh digital industries plus a further 50 with organisations who carry out their own IT development activities. Interviews took about 20 minutes each and were mainly with IT, HR and training directors/managers.
Results
Survey clearly identified the scope for training skills necessary for personnel to meet the digital development needs of industry.
Introduction of an IT Academy
Establish the needs of IT professionals from a new Academy to develop IT skills
Business Challenge
Establish an Academy to ensure the UK develops the ICT skills necessary to compete in the digital economies.
Solution
4 focus groups took place in London with ICT professionals of varying age and qualifications/experience.
Results
The findings provided a clear direction on the basic training and continued professional development requirements of IT professionals to ensure they become involved with the Academy and it becomes a commercial success.
Charity support
Attitudes of sponsors to a children’s charity
Business Challenge
To understand the behaviours and attitudes of supporters to a worldwide children’s charity by segment
Solution
2,100 interviews by telephone with supporters to a children charity using a questionnaire that took 15 minutes to complete.
Results
The findings enable a detailed understanding of supporter segments enabling strategies to be developed for further supporter engagements.
Member satisfaction with local network support
Satisfaction of local networks with institute support
Business Challenge
Institutes members are world-wide and members organise events through local networks. A program was established to identify the need for and satisfaction with service and support for the local networks’ from the Institute.
Solution
200 telephone interviews with local network volunteers worldwide using a questionnaire which took 30 minutes to complete.
Results
Objective metrics were established to monitor performance of every aspect of local network support so that priorities for change could be established.
Reasons for membership lapses
Attitudes to Institute membership renewals.
Business Challenge
Investigate reasons for members not renewing annual membership plus reasons why student members pay subscription fees but do not take exams for professional qualifications.
Solution
465 interviews were completed by telephone with lapsed members and student members at two different periods in time (before and after membership communications) using a questionnaire that took less than 5 minutes to complete.
Results
A strategy has been developed to improve membership renewals based on an understanding of reason for non renewals. A strategy has been developed to encourage student member to complete their professional qualifications.
Professional Institution
Viability of new services for members.
Business Challenge
The client has been in existence for over a century and is one of the most respected professional associations with a strong and loyal membership. A range of services is provided for the professional and personal development of its members. The client wished to establish the attitudes to its services, determine whether they were appropriate and test opinions towards proposed initiatives.
Solution
Telephone interviews took place with a number of different segments of member throughout the UK, Australia, Hong Kong, Singapore and Malaysia.
Results
The findings provided a clear direction on the services that require to be developed, those that require to be dropped and the segments of member sand countries with the greatest potential. Clear decisions were made on the viability of the propositions being tested. Although profit is not a primary goal of the institute, a number of opportunities providing healthy ROIs were identified.
Professional Institution - Engineering and Technology
Analyse the potential industry skills shortages for engineers.
Business Challenge
Identify the recruitment needs in industry for professional engineers, IT staff and technicians and determine shortfalls in requirements and possible solutions.
Solution
400 interviews were completed by CATI with 200 business partners and 200 non business partners. Respondents were those most interested in engineer recruitment an development.
Results
The findings were used as part of an industry report designed to inform industry and both inform and lobby government.
Professional Institution
Introduction of metrics to judge the efficiency of the association.
Business Challenge
To establish an objective measure of customer satisfaction. To evaluate the findings to guide allocation of resources to maximise member satisfaction.
Solution
Three stage programme. Internal audit with key decision makers. A qualitative stage with four different customer groups based on focus groups, face-to-face executive depth interviews and telephone depth interviews. Followed by a quantitative stage of 300 telephone interviews.
Results
The findings established a basis of measurement to judge customer satisfaction, provided a basis to evaluate member loyalty, provided metrics for the company balanced scorecard and provided a basis for a director bonus scheme.
Professional Institution
Exit survey of lapsed members.
Business Challenge
Establish reasons for leaving he register, establish propensity to return and enable the institution to develop strategies to reduce the numbers leaving the register.
Solution
CATI survey to 500 organisations that left the client register with each interview taking approximately 5 minutes.
Results
Survey identified that 1 in 5 of lapsed members can be re recruited and so the survey has been established as an annual event.
Engineering Skills Shortages
Analyse the potential industry skills shortages for engineers.
Business Challenge
Identify the recruitment needs in industry for professional engineers, IT staff and technicians and determine shortfalls in requirements and possible solutions.
Solution
400 interviews were completed by CATI with 200 business partners and 200 non business partners. Respondents were those most interested in engineer recruitment an development.
Results
The findings were used as part of an industry report designed to inform industry and both inform and lobby government.
Private Education Motivators
Establish the motivators for parents to use single sex private education.
Business Challenge
Determine what influences parents to choose / reject single sex education for their daughters. Also to identify what say the girls have in school choices.
Solution
6 focus groups were run throughout England with parents whose children attend private schools, parents whose daughters attend single sex schools, parents who were considering private education in single sex schools for their daughters and with girls who attend single sex private education.
Results
The benefits of single sex education for girls was clearly explored at both emotional and rational levels enabling recruitment strategies to be developed and marketing communications material developed.
Park Development for Local Authority
Development of a park landscape and facilities.
Business Challenge
A classic Victorian park was designed and laid out in the mid to late 19th century with limited change to the present day. The Park has suffered from decades of civic neglect. In order to restore the park, guidance was required on where best to apply the scarce resources of the council.
Solution
1,500 face to face interviews took place with both visitors to the park and residents within the park catchments. The interviews took 10 minutes each and were completed over a 6 month period.
Results
The findings provided a framework for the council to apply for lottery finding to start development in a manner that is appropriate for the 21st century.
Publication Readership Profiles
Establish the readership profile of its publications.
Business Challenge
The association had several leading publications and required to identify the profile of its readership in order to attract advertising revenues.
Solution
A readership list was compiled and 4,000 questionnaires dispatched by post.
Results
The information clearly demonstrated the clients leading position against competing publications enabling it to attract significant advertising.
Development of Farm Information Solution
Use of farmland data.
Business Challenge
The organisation regularly collected data on every farm and farmland sale in the UK . Analysis was required to apply the data.
Solution
Investigation of the database comprising 10 years of data together with numerous reports. Multivariate techniques were suggested to develop the data into meaningful and useful information.
Results
New reports and publications are provided for the farm community in the UK based on new analysis techniques which providing useful and insightful information. The publications raise the image profile of the client.
Membership Service Development
Viability of new services for engineering and technology members.
Business Challenge
The client has been in existence for over a century and is one of the most respected professional associations with a strong and loyal membership. A range of services is provided for the professional and personal development of its members. The client wished to establish the attitudes to its services, determine whether they were appropriate and test opinions towards proposed initiatives.
Solution
Telephone interviews took place with a number of different segments of member throughout the UK, Australia, Hong Kong, Singapore and Malaysia.
Results
The findings provided a clear direction on the services that require to be developed, those that require to be dropped and the segments of member sand countries with the greatest potential. Clear decisions were made on the viability of the propositions being tested. Although profit is not a primary goal of the institute, a number of opportunities providing healthy ROIs were identified.
Evaluation of Professional Publication
Attitudes towards a membership publication for a financial institution.
Business Challenge
Determine attitudes towards a publication prior to phasing out plus attitudes towards networking as a means of communication.
Solution
On line survey to members.
Results
The publication was phased out and new initiatives introduced to capitalise on the beneficial aspects of the publication.
Professional Institution
Naming exercise for a financial institution.
Business Challenge
Establish a name for a new online learning service.
Solution
110 telephone interviews each taking 5 minutes took place with accountants who are members of the institution in the UK, Malaysia and South Africa
Results
The findings established a naming convention that was acceptable globally.
Test and Price Position New Service Propositions
Investigate the requirements for a new range of proposed services for business partners and determine fee levels.
Business Challenge
Business partners provide a potential source of funds that could be developed and this required to be tested. Establish packages that appeal to business partners together with package contents, propensity to consider, barriers to consideration and price positioning. Identify the appeal of the institution and the proposed packages to non business partners.
Solution
30 qualitative depth telephone interviews with business partners followed by 220 online interviews of 20 minutes duration with business partners plus 200 CATI interview with non business partners.
Results
From a vast range of possible services a range of packages were identified that appealed to different business partner types and different functions within business partners. The packages formed the basis of a new range of partner services together with the marketing strategy initiatives to introduce them to the market.
Corporate Satisfaction
Introduction of metrics to judge company performance.
Business Challenge
To establish an objective measure of customer satisfaction. To evaluate the findings to guide allocation of resources to maximise customer satisfaction.
Solution
Three stage programme. Internal audit with key decision makers. A qualitative stage with four different customer groups based on focus groups, face-to-face executive depth interviews and telephone depth interviews. Followed by a quantitative stage of 300 telephone interviews.
Results
The findings established a basis of measurement to judge customer satisfaction, provided a basis to evaluate customer loyalty, provided metrics for the company balanced scorecard and provided a basis for a director bonus scheme.
Customer Satisfaction
Introduction of metrics to judge the efficiency of the association.
Business Challenge
To establish an objective measure of customer satisfaction. To evaluate the findings to guide allocation of resources to maximise member satisfaction.
Solution
Three stage programme. Internal audit with key decision makers. A qualitative stage with four different customer groups based on focus groups, face-to-face executive depth interviews and telephone depth interviews. Followed by a quantitative stage of 300 telephone interviews.
Results
The findings established a basis of measurement to judge customer satisfaction, provided a basis to evaluate member loyalty, provided metrics for the company balanced scorecard and provided a basis for a director bonus scheme.
Exit Survey
Exit survey of lapsed members.
Business Challenge
Establish reasons for leaving the register, establish propensity to return and enable the institution to develop strategies to reduce the numbers leaving the register.
Solution
CATI survey to 500 organisations that left the client register with each interview taking approximately 5 minutes.
Results
Survey identified that 1 in 5 of lapsed members can be re recruited and so the survey has been established as an annual event.
Member Satisfaction
Establish a customer satisfaction programme amongst the global membership.
Business Challenge
The primary objective of the project was to establish a programme of objective measurement amongst members, to establish independent measures of customer satisfaction. The findings also guided allocation of resources to maximise member satisfaction, established a basis of segmentation geared to satisfaction and loyalty and identified the characteristics of non members who are likely to be interested in the institution.
Solution
Two CATI surveys comprising 800 global interviews with members and a further 300 UK interviews with non members. Correlation and Correspondence analysis was employed.
Results
Areas of strengths and weaknesses were identified for each area of the business and action programs identified to remedy weaknesses.
Reputation Index
Establish a reputation index for the association.
Business Challenge
To establish a consumer reputation index for the association based on consumer understanding, familiarity and image statements which were mapped new positioning statements.
Solution
600 online surveys took place with consumers who were either looking for a home or had recently moved into a new home. Interviews took 15 minutes to complete.
Results
A reputation index was established together with supporting information to establish a communications campaign to improve the index in subsequent years.
Product Brand Change for Professional Association
Impact of brand name change on sales.
Business Challenge
The institution produces a set of industry regulations which are used by virtually all UK electricians and has done so under the same brand named for many years. The institution wished to establish the impact on sales of a change of brand name for the regulations and supporting material.
Solution
A combination of over 700 online interviews and 250 CATI interviews with electricians and electrical contacting organisations using a questionnaire that took 10 minutes to complete.
Results
The findings identified the most appropriate brand name(s) to use for the regulations and supporting material together with the impact on sales of the proposed changes. The insight enabled the institution to finalise a brand policy it has been implementing for 4 years.
Home Buyer Expectations
Understand expectations of buyers from a new home and their builders.
Business Challenge
Understand the scope and depth of information provided to home buyers as they move through their sales cycle. Identify the expectations of buyers when they move into new homes.
Solution
4 focus groups with different types of new home owner followed by 450 face to face interviews with new home owners using a questionnaire that took 30 minutes to complete.
Results
Clearly established the expectations of new home owners based on their experiences and information provided. Developed a Nuisance Index and recommended changes in the new home purchase process to help guide builders on setting home owner expectations appropriately.
Development of Warranty Products for New House Builds
To understand the warranty needs of builders, Housing Associations and new homeowners/home buyers with regard to new homes and mixed use developments.
Business Challenge
Determine needs from the warranty portfolio to meet both current and emerging requirements.
Identify developments to improve the current warranty solution .
Define opportunities for the provision of additional warranty related services to meet customer\'s requirements.Solution
8 focus groups took place with residential home builders, mixed use development builders, Housing Associations and and new home owners.
Results
Established and prioritised the needs of builders, Housing Associations and New Home owners from Warranties on new homes.
Warranty Acceptance Process
Review the acceptance process for the registration of warranties on new house builds from the view point of builders and solicitors.
Business Challenge
Review a policy acceptance process in order to aid improvement in the rate of acceptance form return.
Reduce client administration costs
Consider the impact of direct engagement with homeowners.Solution
CATI interviews with new home builders and conveyance solicitors using a questionnaire that took 15 minutes to complete.
Results
Tracked the warranty acceptance process to identify the different combinations of ways the documents are used and where process weaknesses cause problems leading to failures to adequately complete warranty registrations.
Refinement of Professional Development Services
Identify the requirements to develop and refine Professional Development Services for engineers working towards chartered status.
Business Challenge
Understand the wants and needs of members undertaking initial professional development.
Review the services currently offered as part of the professional development service.
Review the gaps in the service and what further support members feel should be provided.
Encourage further professional registration through better understanding of how to best support candidates.Solution
25 telephone depth interviews followed by 250 online interviews with members who were in the process of professional development or who had just achieved chartered status.
Results
Identified the service and process changes necessary to further develop the Professional Development Service and encourage further professional registrations.
Logo Evaluation in British Museums and Galleries
Impact of displayed logos on choice of museums and galleries to visit.
Business Challenge
800 face to face interviews took place with visitors leaving one of 7 museums/galleries in London and Edinburgh, using a questionnaire that took about 5 minutes to complete.
Solution
800 face to face interviews took place with visitors leaving one of 7 museums/galleries in London and Edinburgh, using a questionnaire that took about 5 minutes to complete.
Results
The findings demonstrated the impact of logo use on visitor attitudes to museums/galleries and works of art.
Home Warranty Administration by Solicitors
Review the acceptance process by solicitors for the registration of warranties on new house builds.
Business Challenge
Review a policy acceptance process in order to aid improvement in effectiveness of warranty administration.
Solution
200 CATI interviews with conveyancing solicitors using a questionnaire that took 15 minutes to complete.
Results
Tracked the procedures and methods used by solicitors to process warranty documentation for new homes, identified potential weaknesses are suggested best practice methods for the administration.
Publication Readership Profiles
Establish the readership profile of its publications.
Business Challenge
The association had several leading publications and required to identify the profile of its readership in order to attract advertising revenues.
Solution
A readership list was compiled and 4,000 questionnaires dispatched by post.
Results
The information clearly demonstrated the clients leading position against competing publications enabling it to attract significant advertising.
Evaluation of Attitudes Towards Self-care
Establish the lifestyles and attitudes of residents towards health with a view to introducing self care programmes to reduce the waiting lists for GPs.
Business Challenge
To establish awareness of how lifestyles impact health and awareness of health care programmes and promotion
Solution
540 in home face-to-face interviews took place in one defined primary care trust (PCT).
Results
The findings identified weaknesses in the current healthcare communication campaigns and established the health factors of most interest to the public, enabling revised programmes to be developed to communicate healthcare information to the public.
New Member Welcome
Ensure members understand institute advantages.
Business Challenge
Members are most likely to lapse within the first 2 years of membership and so a contact programme is being investigated to establish the impact on retention.
Solution
Telephone contact was made with all new members over a two month period to establish awareness and use of services and to discuss areas of interest and understanding.
Results
The new members interviewed are a control group against other members not interviewed and their progress will be monitored over the coming few years to establish if the initial contact and dialogue has had an impact on member retention.
Budgets for Post Completion New House Repairs
Understand the processes adopted by builders for post completion repairs.
Business Challenge
Understand the procedures adopted by builders for post completion repairs, how they budget and provide information to home owners on what to except regarding post completion repairs.
Solution
9 face to face interviews followed by 45 telephone depth interviews with those responsible within builders for budgets, post completion repairs and handovers to new home owners and this comprised mainly MDs, Operations Directors and Customer Service Directors.
Results
The insight gained has enabled best practice guidelines to be developed for the new house build industry for post completion repair procedures and handovers to new home owners.
Development of Bonds for House Construction
To establish the potential and requirements for road and sewer bonds.
Business Challenge
Provide information to establish the potential opportunity for Road and Sewer bonds amongst UK house builders.
Solution
Focus group followed by telephone depths with house builders.
Results
Identified the propensity to consider and adopt a new bond for road and sewers as well as established the key requirements to differentiate the bond in the market and assure its successful adoption.
Development of Bonds for Deferred Deposit Payments for House Buyers
To establish the potential and requirements for deferred deposit bonds.
Business Challenge
Provide information to decide on the potential opportunity for Deferred Deposit Bonds used by home owners and investors for new home purchases and provide guidance for the development of a strategy to actively penetrate the market.
Solution
Telephone depth interviews with MDs, Financial and Commercial Managers in leading construction companies.
Results
Identified the benefits and drawbacks of deferred deposit bonds from the viewpoint of builders, home owners and investors and outlined the requirements for a successful new bond entry.
Home Warranty Administration by Solicitors
Review the acceptance process by solicitors for the registration of warranties on new house builds.
Business Challenge
Review a policy acceptance process in order to aid improvement in effectiveness of warranty administration.
Solution
200 CATI interviews with conveyancing solicitors using a questionnaire that took 15 minutes to complete.
Results
Tracked the procedures and methods used by solicitors to process warranty documentation for new homes, identified potential weaknesses are suggested best practice methods for the administration.
Development of Bonds for House Construction
To establish the potential and requirements for road and sewer bonds.
Business Challenge
Provide information to establish the potential opportunity for Road and Sewer bonds amongst UK house builders.
Solution
Focus group followed by telephone depths with house builders.
Results
Identified the propensity to consider and adopt a new bond for road and sewers as well as established the key requirements to differentiate the bond in the market and assure its successful adoption.
Development of Bonds for Deferred Deposit Payments for House Buyers
To establish the potential and requirements for deferred deposit bonds.
Business Challenge
Provide information to decide on the potential opportunity for Deferred Deposit Bonds used by home owners and investors for new home purchases and provide guidance for the development of a strategy to actively penetrate the market.
Solution
Telephone depth interviews with MDs, Financial and Commercial Managers in leading construction companies.
Results
Identified the benefits and drawbacks of deferred deposit bonds from the viewpoint of builders, home owners and investors and outlined the requirements for a successful new bond entry.
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