Case Studies
Customer Satisfaction Tracking:
What: An annual satisfaction survey for Brixton Plc, the UK’s leading owner of industrial and warehousing property. The survey is now in its 7th year
How: CATI interviews with property occupiers
Outcome: The client uses the findings in its annual report and shares the results with its staff and property co-owners. The research is used to help shape how the relationship between the landlord, its customer services subsidiary, B-Serv, and the customer is managed
Employee Survey:
What: A regular survey amongst staff designed to help the client improve their internal focus. It covers a range of issues including communications, management, satisfaction, training and development
How: Online and postal self-completion
Outcome: The research findings are made available to all staff and have been developed into a strategy designed to make changes to current systems and approaches, thus improving the communications’ flow and interaction between staff at all levels
New Product Testing:
What: A quantitative programme to test the likely uptake of a new business to business insurance product
How: CATI interviews with current and potential customers
Outcome: The client used the findings to define the potential market for the product and fine-tune the concept before the launch
Brand Image:
What: A programme of qualitative research to unlock and explore perceptions of holiday destinations
How: In-home group discussions with visitors and non-visitors
Outcome: The client used the research to feed into their marketing strategy and review of future communications materials
Design Evaluation:
What: An ad-hoc qualitative study looking at the impact of potential new designs for future marketing materials
How: Group discussions amongst business customers
Outcome: The research findings were used to mitigate any negative connotations associated with introducing the new designs
Pre and Post Testing:
What: A large-scale benchmarking and monitoring survey to measure the impact of a PR campaign for a leading breakdown service provider
How: Street interviews with motorists across the UK
Outcome: The client used the research to determine the success of the campaign and impact of its brand in association with the messages conveyed
International Brand Positioning Research:
What: A six-country project for a leading US financial services institution exploring reactions to a range of global brand positioning statements and visuals
How: Group discussions with consumers in each market
Outcome: The client selected the most appropriate words and images to appeal in its various markets