Case Studies
We hope the following case studies give you a flavour of our work. You will notice two constants; your customers and the people who deliver the customer experience - the people in your organisation.
We work with all types of organisations, in all types of sectors, how can we help you...
Global Entertainment Company
Project
Games Buyer Industry Survey
Target audience: video and hand held game decision makers for major high street retailers.
Objectives
Understand the needs of supply chain decision makers.
Benchmark client service levels against previous research.
Indentify and measure client performance against competitors.
Confirm drivers for best practice.
Solution
Email invitation to Online survey, with telephone follow up, B2B.
Results
84.4% response rate, respondents represented 96.2% of sales.
Strategic re-alignment of services to customer needs.
Customer service drivers ranked against market needs.
Clear service benchmarks identified and adopted as future KPI's.
Independent Financial Advisors
Project
Treating Customers Fairly
Objective
To deliver a solution that provides independent customer feedback inline with the IFA Treating Customers Fairly legislation.
Solution
Email invitation to Online survey, quarterly reporting, B2C.
Results
The new tool delivered against the requirements laid down by the FSA, whilst also capturing what customers LOVE, and provided existing customers an opportunity to ask about other financial products.
Publisher
Project
Reader Survey
Objectives
Identify reader needs.
Identify future trends.
Understand buying triggers.
Rank sevice offering by percieved value.
Solution
Email invitation to Online Survey B2B.
Results
Client said:
‘The clear reporting gave us a precise steer on the articles and information our customers value. The editorial team confirm they now have the right information to deliver the right articles.
‘We now know who our readers consider our competitors, where we out-perform them, and more importantly where our challenges sit. The research has also highlighted some great opportunities for future growth through add-on services identified by our readers.’
Distributor - Automotive Sector
Project
National Car Repair Survey
Objective
In a sector where decisions are based on price; CSM was asked to build an independent tool to support individual businesses (repairers), who wished to differentiate their offer by quality of service level rather than price.
Solution
Direct Mail survey to consumers, following the repair of their vehicle B2C.
Results
Response rate 27.8% (mean average, rolling year to date).
An independent measure, which enables the repairer to prove they are the best within a given area.
Education Sector
Textbook company with a customer base exceeding 5,000 schools, colleges and universities.
Project
Customer Survey
Objectives
Identify decision maker within each customer organisation.
Capture buyers needs
Quantify value of services offered
Measure performance against competitors
Review existings sales channels against customer needs
Solution
Email invitation to Online Survey B2B
Direct Mail Survey
Results
Clear customer need for new sales channel.
Client implemented channel. Increased sales by 20% through new channel, client turnover moved from £4M to £5M.
Client Comment
CSM have over-delivered on every aspect of this project. They added value and have been very professional in how they have operated. I thoroughly recommend them.
Full references available from all companies listed.