The Key Challenge
The client needed to create a means of collecting honest and unbiased feedback from its customers and industry stakeholders to ensure it meets their needs and its own obligations to the industry
The Researchcraft Approach
All customers and key stakeholders invited to participate in an annual customer survey either online or by phone to maximise response and inclusivity, typically completed by c.100 each year. The study has run for 2 decades, occasionally supplemented by qualitative depth interviews to bring greater clarity to themes emerging from the quantitative results.
The survey has helped foster an internal culture of listening and acting on feedback constructively, transparently demonstrating the organisation’s commitment to continual improvement. Performance metrics have steadily improved as a result and the client organisation now sets the highest standards amongst its industry peers