Leading Edge was commissioned by a major UK laboratory with a diverse portfolio in water, food, and consumer product testing to conduct a detailed and systematic review of its services. The objective was to perform rolling monthly interviews across these three key sectors, culminating in a quarterly analysis and report.
Research Methodology
To effectively gather the necessary data, Leading Edge utilised telephone interviews as the primary research tool across three business groups – water, food and consumer products. Customers were asked to evaluate the laboratory’s performance based on various criteria, providing both scores and qualitative feedback.
Data Analysis and Reporting
Data collected from these interviews was analysed to calculate average performance scores for each business group with these compiled into a quarterly mini report. These reports detailed the key findings from the interviews and highlighted trends and changes in performance over time.
Client Benefits and Strategic Insights
By receiving both quantitative scores and qualitative comments, the laboratory gained a holistic view of its performance across its three main business areas allowing it to pinpoint strengths and identify areas needing attention. Furthermore, the ability to track service aspects over time offered a strategic advantage in managing and enhancing customer satisfaction continuously.
Conclusion and Impact
Through this comprehensive and structured approach, Leading Edge delivered valuable insights that empowered the laboratory to enhance its operational strategies across multiple sectors. The project not only supported the client in maintaining high service standards but also provided the tools to adapt to customer needs proactively. This project highlighted the importance of regular customer feedback in driving business improvements and sustaining competitive advantages in a complex, multi-sector environment.
