Customer Care Research was engaged by the UK arm of this global service
company to carry out a range of research and information
projects. Each module produced information that was used to
produce strategic and tactical service plans.
Additional ad-hoc modules were used to gauge competitor
action and product development & feasibility.
Internal surveys linked customer and product information to
employee measures and performance. Regular Customer
Maintenance research prevented customer defection and exit
reviews helped to regain lost users.
The survey programme ran for eight years prior to the
Although the schematic representation of the methodology
appears complicated, it was in fact a quite simple
for us to structure and execute in discrete parcels of work to
suit the timing, information and budget needs of the client.
We do the thinking and the preparation to ensure projects run
smoothly and ‘hassle-free’ for our clients. Leave it to us to get the job done.
Enhanced customer communications, increased major
account customer understanding and retention, increased
premium service volumes, quality of service monitoring tools,
benchmarked KPI tools, successful new product testing,
competitor service and pricing comparison leading to
enhanced service offerings.
Integrated information programmes ensure connectivity of
knowledge and data and can demonstrate tangible gains to
the bottom line.