Leading Edge was commissioned by a prominent UK company specialising in water and wastewater treatment equipment and services. The company’s primary goal was to gauge the performance of various business groups through regular customer feedback. The project aimed to harness these insights and calculate a Net Promoter Score (NPS) that the company would use to monitor the internal performance of its specific business units.
Development of Research Instruments
To accurately measure performance and customer satisfaction, Leading Edge developed several tailored questionnaires. These were designed to include both generic questions applicable across the company and specific questions targeted at individual business groups. This dual approach ensured that the feedback gathered was both comprehensive and relevant to each distinct area of the business.
Data Collection and Analysis
The data collection process was structured around regular, quarterly interviews to not only assess recent performance but also to track changes over time. Leading Edge chose telephone interviews as the primary method for gathering data, allowing for a richer collection of qualitative information. Responses were recorded using a dedicated Computer-Assisted Telephone Interviewing (CATI) database complemented by Excel spreadsheets for additional analysis.
Reporting and Strategic Insights
The results from the interviews were ultimately transposed into detailed spreadsheets which included full verbatim comments as well as analytical charts. This format provided the client with a clear and actionable format for reviewing data. The regular delivery of these reports enabled continuous monitoring and comparison of performance across the company’s various divisions.
Client Benefits and Long-term Impact
The implementation of this ongoing survey programme by Leading Edge brought significant benefits to the client. It enabled the company to consistently track the performance of individual business units, facilitating timely adjustments and improvements in service delivery. Standardised Key Performance Indicator (KPI) and Net Promoter Score (NPS) questions proved valuable for comparing performance across different parts of the business while specific questions tailored to business groups allowed for detailed reviews of specific service features.
