A flavour of what we do
Monthly Incident follow-up for a major police force
Quantitative telephone research with victims of crime.
Analysis included :
- to help work out what, if anything, contributed or influenced the satisfaction or dissatisfaction of the respondent with the way an incident was dealt with;
- highlight any non-obvious factors driving respondents’ feelings on various aspects of their interaction with the police force, good or bad.
- To work out if/what specific force behaviours and processes when dealing with an incident directly influenced/caused satisfaction/dissatisfaction in respondents
- To determine if demographic, geographic or incidence type directly influenced/drove the respondents’ opinions
- Help identify areas specifically driving opinions of respondents that are seemingly out of the forces control but could help drive attitudes, behaviours, systems used within the force to lessen the impact of such factors
- Looked at monthly, six month and 12 month intervals to highlight trends in the data overall, together with the factor and regression analysis, to identify trends
- Helped highlight areas that needed to be worked on driving spend and resources
- Allowed the correlation of trend with systems put in place to mitigate factors influencing/driving respondents’ experiences, what works, what doesn’t
- Benchmarking analysis
- Force comparison against national statistics
Monthly customer satisfaction survey for a large electricity supplier
Qualitative analysis with customers who have recently interacted with their electricity supplier.
Quality, value, expectations, satisfaction and recommendation.
Using factor, regression and trend analysis to drive improvements where needed.
In addition interaction experience was conducted.
Using maturing modeling the interaction experience was analysed to look at the various processes including incident reporting, communication with the customer, work/interaction both internally and externally with contractors, problem solving/outage handling, timing and impact.
More than one contractor working to resolve a problem, together with the customers’ opinions/ satisfaction with the process at the various stages was an intrinsic part of the modeling.
Maturity modeling helped to
- test current procedures in place by all the entities involved and determine whether overall the supplier was meeting their, and indeed customers’, expectations
- look at how the processes contributed to managing the customer at the various stages to highlight what was being done well and where improvements could be made
- Identify where a procedure/procedures were failing and what entity/procedure was responsible in order to pinpoint specific issues or highlight actions that contributed to higher efficiency/customer satisfaction
- help monitor both internal and contractor performance
- Identify areas that could be improved, whether working or not, to increase productivity and/or drive customer satisfaction/productivity higher
This was a very important piece of research for the electricity supplier because the maturity modeling, together with the customer satisfaction survey overall, directly influenced annual pay rewards.