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Research

To learn more about how we have helped businesses achieve growth, click on the titles below…

Major logistics provider: Customer satisfaction and account development survey

Customer satisfaction survey and account development opportunities.

Challenge

The client wanted to get a deep understanding of their customers’ perception of their service as well as identifying directions for future account growth. The requirement was to make sure all customers were contacted so that overall results could be quantified but also qualitative feedback was required particularly on areas for improvement.

Actions 

  • Face to face interviews were carried with 15+ major clients
  • Detailed telephone interviews were implemented with midsized clients
  • An online survey was executed with the smaller end of the customer base
  • The results were presented to the customer on a database and for future use 

Outcome

  • There was an excellent response rate across all surveys with nearly all major customers interviewed
  • The major customer feedback was invaluable to account planning both in terms of changes to the service as well as identifying new future growth opportunities
  • Some specific challenges and opportunities for the business were identified across the whole customer base
  • A plan was developed based on the results to implement the required changes and exploit the new opportunities

DHL: Understanding the reason for unsuccessful tender bids

Understanding the reason for unsuccessful tender bids.

Challenge

DHL wanted to contact companies who they had provided a bid response to in the previous 12 months but had been unsuccessful in winning. They sought to obtain the key reasons why they had failed to win and see if any trends emerged that could improve their future tender responses.

Actions 

  • A group session was run to expose the 20+ issues that could potentially effect tender success
  • A questionnaire was designed that focused on both quantitative and qualitative responses 
  • Interactive interviews were carried out over the phone  
  • Results were collated and presented with suggested actions

Outcome

  • A 75% response rate was achieved
  • A number of clear themes emerged
  • Actions to increase future success rates were suggested and implemented
  • Due to its success the research programme was then commissioned by another part of the DHL Group

Hays: Identifying major account sales opportunities within the utilities sector

Identifying major account sales opportunities within the utilities sector.

Challenge

With ongoing pressure from the parent company to increase their customer base there was a requirement to identify potential sales opportunities and decision makers within the utility sector for back-office outsourced administrative services.

Actions 

  • Defined the sub-sectors of the utility market 
  • Identified the major companies in each sector 
  • Targeting senior decision making staff on the phone i.e. Finance directors, IT managers
  • Verified the current situation as regard the outsourcing serviced being used
  • Established the current competitive situation
  • Assessed if a change in supplier was likely in the near future
  • Produced a detailed tabulation of the results

Outcome

  • 82% of the 60 companies contacted gave the required information
  • 18% of those contacted were considered as strong sales opportunities
  • A sales program was established exploit the targets identified