Quantitative

Case Study

For reasons that should be clear, this case study has to be an unbranded one.

It is for a major company in the UK who were previously spending £275k pa collecting monthly satisfaction data using the panel of a big research supplier.

Our first change was to cut the cost of doing this to £75k pa.

Our second change was to help the client reinvest some of the money saved in developing a process which enabled them to use their own significant customer database. Instead of only contacting a small proportion of customers about claimed behaviour, they were able to contact all those customers for whom they held email addresses and match the research findings back to actual behaviour.

Our third change was to deliver this data to the client via an online portal so they were able to cut and use it in the best way to suit them and have instant visibility down to the person who had dealt with the customer.

All these changes meant that the process did not just measure customer satisfaction; it allowed the client to intervene to improve customer satisfaction. So, for example, we could automatically re-contact dissatisfied customers to create a turnaround experience for them. They could also use differences in customer satisfaction as a basis for delivering tailored marketing messages going forwards to make a positive difference.

As a case study, this demonstrates why we believe we can claim ‘cheaper, faster, better’ with confidence when it comes to our service.