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Hospital theatre products customer satisfaction study
Study into awareness and satisfaction of different brands of hospital drapes and gowns throughout Europe
Business Challenge
Understand the UK, France, Germany, Italy and Scandinavian markets, and particular gain insights from buyers and users of theatre products
Solution
1,125 CATI interviews of users (theatre staff) and buyers (hospital managers, procurement) with even spread among the 5 European areas
Results
SPSS file supplied to client
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.
Recruitment Consultancy
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.
Recruitment Consultancy
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.
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.
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 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.
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.
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.
Requirements of Consumer Electronics Authorised Service Centres
Consumer electronic product and the methods of repair are changing. Manufacturers require knowing the areas of service required to support the independent and authorised repair centres.
Business Challenge
To identify the areas of service and support required by the dealers and authorised service centres and to judge the level of performance delivery compared to competitors. To ensure that scarce financial and manpower resources are appropriately prioritised and applied.
Solution
Telephone survey to the UK repair networks sponsored by a number of consumer electronics manufacturers who share information. Detailed 5 year trends and competitive comparisons are the strength of the feedback received.
Results
The audit identified potential weaknesses in the service organisations and both established and prioritised the areas of service support required to remedy the situations and gain a competitive edge.
Consumer Electronics Etiquette
Maintaining global standards for etiquette when dealing with customers.
Business Challenge
The Korean HQ set universal standards to enable its personnel to provide a common message and approach to customers so enabling a consistent image to be developed. The company required establishing if its policies on customer interaction were being followed.
Solution
An index monitoring solution was introduced to measure the response of all subsidiary offices worldwide based on responses to a number of customer enquiries. This programme was based on telephone interviews to switchboards and two function heads for each subsidiary.
Results
Performance benchmarks have enabled consistent standards of staff performance to be established worldwide. Country Managers are now rewarded based on standards of customer etiquette achieved.
IT Contractual Issues
Understand problems associated with contractual relationships with business partners.
Business Challenge
To understand the problems caused by contractual self-reporting relationships with suppliers and customers where an element of trust is required.
Solution
155 telephone interviews each taking 20 minutes, took place with Contract Managers and Finance Directors in technology organisations throughout Europe, US, Canada, Japan, Singapore, Korea and Australia.
Results
The findings enabled the client to develop strategies to combat the problems caused by the elements of trust in self-reporting contractual relationships.
Energy Provider (Utilities) Loyalty
Evaluation of customer loyalty and drivers to migrate to competitive utility providers.
Business Challenge
The client required understanding the loyalty level of its utility customers as well as evaluating the service levels required to provide to persuade competitive customers to migrate.
Solution
Telephone interviews took place with consumers in UK households who made the decision on the utilities providers to use. 800 interviews took place with the customers of the client and the 3 main competitors.
Results
The client now understands that energy utilities are treated like any other commodity and there is no effective brand loyalty. Service levels were identified to minimise migration to competitors as well as encourage migration towards the client.
Satisfaction of Repair Centres - Consumer Electronics
Consumer electronic product and the methods of repair are changing. Manufacturers require knowing the areas of service required to support the independent and authorised repair centres.
Business Challenge
To identify the areas of service and support required by the dealers and authorised service centres and to judge the level of performance delivery compared to competitors. To ensure that scarce financial and manpower resources are appropriately prioritised and applied.
Solution
Telephone survey to the UK repair networks sponsored by a number of consumer electronics manufacturers who share information. Detailed 5 year trends and competitive comparisons are the strength of the feedback received.
Results
The audit identified potential weaknesses in the service organisations and both established and prioritised the areas of service support required to remedy the situations and gain a competitive edge
Domain Registration Provider
Domain registration for emails and web sites are renewed periodically and this requires a process of reminders to be sent for renewals which is just over 80% successful.
Business Challenge
The primary objective of the project was to provide information to understand the challenges of domain name renewals and to determine how the renewals process can be improved.
Solution
Telephone survey based on 100 interviews in the UK to those responsible for domain registrations and who send reminders to customers.
Results
The survey identified the processes and problems domain organisations go through when renewals are due, together with success rates and a program to improve/simplify the process and better inform customers of the renewal processes.
Pharmaceutical Outsource
Provide an outsource Global Market Research Manager on contract.
Business Challenge
Provide an experienced market research director with international, medical, primary research experience within 2 weeks.
Solution
The extensive 2Europe health care network was used to develop a shortlist of suitable candidates within a 1-week timescale. Candidates were evaluated over a second week prior to submission to the client who made the final choice.
Results
An initial 4.5 month contract was completed and which was subsequently extended to 1.5 years with 2Europe providing administrative and IT support throughout.
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.
Healthcare Recruitment
Evaluation of the recruitment requirements of the pharmaceutical industry.
Business Challenge
The client required understanding the clinical staff needs of pharmaceutical employers as well as attitudes towards recruitment agencies.
Solution
Telephone interviews took place with 690 pharmaceutical organisations.
Results
The survey identified the requirements to establish an effective strategy to penetrate the clinical staff recruitment market in the UK .
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.
Customer Satisfaction Within the NHS
Establish a customer satisfaction programme within NHS hospitals.
Business Challenge
The primary objective of the project was to establish a programme of objective measurement amongst theatre staff and procurement in NHS hospitals to establish independent levels of customer satisfaction. The findings also guided allocation of resources to maximise customer satisfaction with infection prevention products and services.
Solution
A three stage survey programme was adopted based on:-An internal audit with CPT specialists, Clinical Nurse Advisors and Sales Reps. Two focus groups with Theatre and Procurement staff. CATI survey comprising 210 interviews with customers in NHS hospitals throughout the UK
Results
Areas of strengths and weaknesses were identified for each area of the infection prevention product groups investigated and action programs identified to remedy weaknesses.
Loyalty Scheme for Financial Products
Test loyalty schemes.
Business Challenge
Establish a loyalty scheme that will influence new and existing customers to consider/adopt financial services, test loyalty scheme names and communication designs.
Solution
300 web assisted telephone interviews with customers and non customers having mortgages and various types of financial product. Each interview took 20 minutes.
Results
Provide clear direction on the factors required for a successful loyalty scheme as well as conclusive advice on loyalty naming and communication design.
Market Listings
Attitude and opinion of organisations that raised funds through AIM.
Business Challenge
Identify the experiences of those who have listings with AIM to establish whether they were prepared for the process, to determine possible weaknesses in the process to secure an IAM listing and evaluate the resources deployed for the listings.
Solution
200 telephone interviews each lasting 15 minutes with FDs/CEOs of organisations who had recently secured a listing with AIM.
Results
The findings are used annually to enable the client to position themselves as knowledge experts regarding AIM.
PC Games Evaluation
Attitudes and opinions of PC gamers.
Business Challenge
The games market is competitive and moves quickly. Client wished to track the attitudes and opinions of gamers in Europe to new innovations.
Solution
A panel of 200 UK and 200 German gamers was recruited by phone. The panel members were then surveyed every month by email over a 6-month period.
Results
Feedback for the two different European markets is used as an integral part of the NPD process. Initiatives and ideas are tried and tested at early stages of development before substantial budget commitments are made.
Restaurant Development
Attitudes of customers to a national restaurant chain.
Business Challenge
Understand the attitudes of customers and consumers in general to the restaurant chain, its food, service and image.
Solution
480 in situ interviews with diners throughout the UK plus 200 street intercept interviews in inner city and coastal locations. The restaurant interviews took 13 minutes and the street interviews 5 minutes to complete.
Results
The information enabled the client to establish attitudes and opinions of customers and consumers in general to its product offering and levels of service.
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