Case Study

Net Promoter research with Government clients for water and site facilities contractor

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A UK-based contractor providing essential site services to government bodies initiated a project to assess client satisfaction through a Net Promoter Score (NPS) analysis. This endeavour was established to be conducted on a quarterly basis, aiming to home in on the intricacies of customer satisfaction and to systematically gather actionable feedback.

Objective Overview

The project was designed with precise goals in mind. Firstly, it aimed to develop and track a series of customer satisfaction Key Performance Indicators (KPIs) that would reflect the nuanced views of the service recipients. Alongside this metric-based analysis, generating an overall NPS would provide a broader measure of client loyalty and propensity to recommend the services. Integral to the process was the collection of qualitative feedback, offering a narrative to accompany the numerical data.

Research Execution

The objectives were met through a meticulously crafted questionnaire tailored to elicit comprehensive insights. This questionnaire formed the basis of a Computer-Assisted Telephone Interviewing (CATI) database, ensuring systematic recording and analysis of the interviews conducted. A representative segment of customers was selected randomly each quarter for these interviews, ensuring a robust cross-section of the client base was heard. The resulting data was diligently analysed, and the findings were encapsulated in spreadsheets that distilled both the quantitative scores and the qualitative feedback.

Advantages for the Client

The research provided the client with a newfound capability to track performance metrics independently and reliably. It laid the foundation for a structured approach to monitoring service quality and swiftly addressing any identified areas of concern. With this approach, the contractor was empowered to implement targeted improvements, directly addressing any declines in KPIs, and maintaining an upward trajectory in customer service excellence.

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