Example case histories

Client: Horsham District Council

Project goals:

To find out how many home-based businesses there are in the area, how much they contribute to the local economy, and the nature of the support they need for growth leading to greater profitability
and more employment.

How the research helped:

We obtained reliable data on the number and nature of home-based businesses, their aspirations, sources of information, funding and advice, and provided guidelines on the role the Council could play in their development. Horsham is now regarded by other Councils and central government as a champion of home-based businesses and an authority on their contribution to the economy.

Client: Clarkson Hyde Group

Project goals:

This accountancy group commissioned research to identify the key factors determining client satisfaction, covering the nature and frequency of communication, the range of services on offer, and their rating on these measures, with a focus on finding ways of further improving client service.

How the research helped:

Through qualitative research (both internal and among clients) followed by a structured telephone survey, the Clarkson Hyde Group was clear on which particular strengths to promote and areas where improvements would strengthen relationships and encourage new business.

Client: Leading Insurer (general and life-related)

Project goals:

Improved management of corporate clients’ claims procedures focusing on customer and employee litigation, and fire.

How the research helped:

We examined 30 case histories in detail by talking in depth to the claimant, the loss adjuster and the internal claims handler, and comparing their viewpoints. The results helped the client to change claims management procedures to improve both customer and staff satisfaction.

Client: Building Society

Project goals:

To bring down the levels of customer attrition on mortgages.

How the research helped:

Over a period of six weeks, we contacted a percentage of the customers who had asked for redemption rates for their existing mortgage, establishing how many were switching and how many paying off the mortgage. The results signposted the action required to retain more of the business that was likely to be switched to a competitor.

Client: The British Heart Foundation

Project goals:

The British Heart Foundation operates around 500 shops throughout the UK. The funds raised through the shops are vital to the charity’s income. A clear understanding of the target market is a vital component of success, as this enables the shops to provide the products and services their potential customers want, displayed in the way most likely to appeal to them. .

Research was carried out with shop customers, shop managers and volunteers to obtain information on the effect of shop location and design, the types of item to stock, how to keep volunteers happy and how to attract more helpers and customers.

A follow-up survey compared the behaviour and opinions of the wider public – people who donated goods to charity shops, people who bought from charity shops and people who did neither, some BHF supporters and some not. The objectives were to find out ways of increasing the volume of donated goods to BHF shops without compromising on quality, and ideally reducing collection costs.

How the research helped:

BHF was able to make effective decisions on where to open new shops, how to retain and attract volunteers for them, whether to venture into specialist shops for electrical items & furniture, and how best to promote them to potential customers and donors. The research gave them a clearer view of the people on whom they depend so much for income, information which proved to be an important foundation for all their marketing, promotional and development activities.

Client: University Department

Project goals:

To investigate the means of obtaining an increased supply of kidneys for
transplant operations.

How the research helped:

A series of focus groups were recruited to represent a wide range of viewpoints including people from several ethnic minorities, as well as gender and age groups.The discussions explored their views on organ donation and considered their reactions to a range of alternative options such as the use of pig kidneys. The research highlighted key pointers on public reactions and how they would be likely to differ across the population.