Leading Edge was asked by a multinational company specializing in water and wastewater treatment equipment and services to assess service delivery across its global network of regional offices. To achieve this, Leading Edge undertook regular interviews with the clients of these offices to understand their performance levels and identify any service delivery weaknesses.
Research Preparation and Methodology
To meet the projects demands, Leading Edge put together a specialised team capable of conducting interviews across diverse geographical regions. Recognising the language barriers in non-English speaking regions, this saw the use of linguists fluent in Spanish and Japanese to ensure effective communication during the interviews. A standardised questionnaire was developed and translated as necessary to facilitate consistent data collection across different languages and cultural contexts.
Data Collection and Analysis
The primary method for gathering data was through telephone interviews, utilising a Computer-Assisted Telephone Interviewing (CATI) system. This method ensured efficient and accurate recording of data directly into the database, minimising errors and streamlining the research process.
Reporting and Feedback
The insights gained from the interviews were compiled and analysed with key findings presented in a summary PowerPoint presentation. This presentation was designed to clearly illustrate the performance trends and identify specific areas where service delivery could be improved. Regular updates provided strategic insights into each regional office’s operations, helping the client pinpoint precise weaknesses and monitor improvement efforts over time.
Client Benefits and Long-term Impact
The establishment of a regular research program by Leading Edge proved invaluable for the multinational company. It enabled continuous tracking of client Key Performance Indicators (KPIs) and provided insights into performance trends at a regional level. Importantly, the research also facilitated the recording and trending of Net Promoter Scores (NPS), which were critical to understanding customer loyalty and satisfaction. The research programme not only helped identify immediate areas for improvement but also supported the client in making informed decisions to enhance long-term service quality across its global operations.
