A prominent UK waste management company, specialising in organic waste treatment and recovery, initiated a project to quantitatively assess service levels through structured customer feedback.
Survey Strategy for Performance Evaluation
The objective was to establish a recurring survey process, on a quarterly and six-monthly basis, targeting its commercial and public sector clients. The surveys were designed to measure the company’s performance against specific Key Performance Indicators (KPIs) and to determine the Net Promoter Score (NPS), a metric indicative of customer loyalty and satisfaction.
Implementation of Research Methodology
To achieve these objectives, the company employed telephone research to directly gather customer feedback, ensuring real-time and authentic responses. A dedicated database was developed not only to store the collected data but also to facilitate detailed analysis, including the generation of illustrative charts to visually represent the findings.
Insights and Advancements for the Client
This research methodology enabled the company to gain a clear understanding of the customer experience for the first time. Through sectoral analysis conducted at the designated intervals, the company obtained a nuanced view of the distinct needs of its commercial and public sector clients, challenging and refining previous assumptions about their service requirements.
