Author Archive: Sarah Ingram, DipM MCIM
Getting feedback on the experience that your customers have with you is a great way to identify areas where you can improve customer service (and in turn their loyalty). But how do you go about deciding which is the best way to do this?
In our view, there are 2 main ways to do this: a customer satisfaction survey or a mystery shopping exercise. Both have their advantages and disadvantages – of course in an ideal world we would recommend that...
Do you know the things that you do that really matter to your customers or are you focusing attention and effort on things that add little value to the customer?
Here’s an example of the sort of thing I am talking about.
As a minimum meet customer expectations
I recently returned from a lovely summer holiday on a lunchtime flight from sunny Spain with a well-known local airline. Note the word “lunchtime” here.
Unfortunately, by the time the trolley reached us, the sandwich...
From time to time we get a call from a prospective client who has a bright idea about a product or service they want to launch and wants to know how we can help.
Very often these people are extremely enthusiastic about their idea. Absolutely nothing wrong with that. In fact they will probably not succeed without a great deal of passion for their product. However, therein lies a potential problem. They can be so close to their idea that they...
Earlier this year, we were delighted to be awarded the contract to conduct the Travel Habits survey for Cornwall Council to assist with the development of the next stage of their Local Transport Plan (LTP) Connecting Cornwall.
The Transport Strategy Team needed a range of data on the behaviours and attitudes of both Cornish residents and visitors to Cornwall to help them with their strategic planning...
We are delighted to be working with the City and County of Swansea again. We are providing the research resources required to carry out 1,000 interviews with visitors to the Gower peninsular over a 3 week field period.
The research will be completed at two key locations on the Gower. The research will be used to inform on the possible impact of the proposed Atlantic Array Wind Farm development.
We will be reporting the findings of the research on the 20th of...
We have been involved in the education sector for many years and following the successful completion of a number of projects for Oxford and Cherwell we have again been commissioned to undertake a research project to determine the level of appeal of a new Free School with parents of children in KS4 and KS5 in two areas of Oxfordshire. The results will be reported and used as part of submission to support the new school.
We are delighted to have been successful in our tender bid to be
a preferred supplier for Consultation, Engagement and Market
Research across the Authorities various departments.
We had been on the previous Framework agreement to supply research services and are happy that we can continue to work with Officers in...
Devon County Council qualitative and quantitative research to support Walking & Cycling to work campaign
We are working again with the Sustainable and Safe Travel team at Devon County Council and the RH Partnership to provide key information for both the campaign development and the measurement of the impact of the campaign.
The project involves pre campaign quantitative face to face research which particularly looks at the barriers to commuting by bike in and around Devon and bench marks the level...
We have worked with a number of research agencies to provide the
field force they need when looking to cover projects in the South
The most recent of these was FMC who wanted coverage of the South and South West with IQCS qualified field researchers. We were happy to provide...
We were delighted to be commissioned to undertake a quantitative
Visitor Exit Survey following the reopening of the
The research will provide invaluable feedback on the “visitor experience” as well as capturing customer details for future profiling. Recall and awareness were also measured as part of the research programme.