Customer Research
Customer Satisfaction Research for the Public Sector
What leads to a successful customer research programme in the public sector?
The greatest danger in conducting any research exercise is that it results in no real change or improvement. With this in mind, we design customer research studies to encompass the principles that are most likely to lead to real business improvement.
Our experience shows that customer research is most likely to have a business impact when the following factors are present:
- Research programmes must be supported from the top of the organisation, but the vision and aims of research must be shared with and communicated to all employees
- Research must reflect and measure the entire customer experience and discover their customers’ service priorities
- Programmes must link as closely as possible with other key performance measures and draw in the ‘bigger picture’ for the organisation
- Programmes must help the organisation use the knowledge created and go beyond data collection, providing clear actions
What does ORC International offer?
Our customer satisfaction research is designed with these principles of success in mind. It goes far beyond the collection of data. Our researchers – many of whom come from public sector backgrounds and all of whom have specialised in this field – aim not just to find out what your customers think, but also to help your organisation improve satisfaction and business performance.
The customer research programmes we develop encompass the following elements:
- Planning – to gain that all important commitment throughout the organisation and ensure that the data collected will provide actionable results
- Exploration – through qualitative work with both front line staff and customers
- Measuring performance – through appropriate, well designed quantitative research
- Assessing customers’ priorities and segmenting customer groups – using advanced statistical techniques
- Benchmarking customer satisfaction levels – with a wide range of public and private sector organisations
- Action planning – to ensure that learning and improvement occur
- Communication of results and planned action – to staff and to customers as appropriate.
Click here to enquire about our customer research services >>
Alternatively, contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
