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Projects

Client: Professional Qualification Provider
Year: 2008
Category: Voice of your Employees
Principal Methodology: Focus-groups

Working with the Head of HR, Communication Manager and an external research agency, I managed to requirements for designing and project managing an internal employee survey across all international office locations. Reviewing previous survey designs, I managed the review and audit process to ensure trend data was preserved whilst providing new question frameworks. Achieving significant...

Client: Professional Qualification Provider
Year: 2008
Category: Voice of your Students and Members
Principal Methodology: Online

I took the lead role in reviewing and fully re-designing the members’ survey as a result of lack of structure and robustness to questions and poor use of measurement scales. I introduced a series of new KPI questions to monitor business performance, members’ perceptions, opinions, satisfaction and awareness, usage and importance to services, facilities and benefits. I also fully reviewed the...

Client: Professional Qualification Provider
Year: 2008
Category: Voice of your Students and Members
Principal Methodology: Focus-groups

Working closely with the Head of Brand and Marketing Services, and Brand Director I worked with research colleagues to design a topic guide to be used in a series of focus groups to aid and support the development of a new advertising campaign and test draft concept ideas amongst employer, member and student groups across the UK. The resultant outcome of the focus groups lead to significant...

Client: Local Authority
Year: 2007
Category: Voice of your Customers
Principal Methodology: Self-completion

As part of an on-going commitment to support business development and marketing activities it was essential to gauge the feedback of youth and teacher groups attending theatre shows and workshops. Analysed over 1,100 self-completion questionnaires, where results clearly demonstrated high levels of satisfaction and high degree of recall with performing arts and theatre scenes from children. The...

Client: Local Authority Theatre
Year: 2006
Category: Voice of your Customers
Principal Methodology: Self-completion

Following the development of draft Customer Service Standards, the Marketing Manager and Business Development Manager commissioned consultation with theatre customers to receive feedback on the first draft. Over 130 customers provided feedback to the newly written customer service standards. Outcome of this consultation showed gratitude for initially being given the opportunity, with many...

Client: Professional Qualification Provider
Year: 2006
Category: Voice of your Students and Members
Principal Methodology: Focus-groups

I established a steering group committee to bring together collective ideas for the design and development of new Faculty information, to provide additional value add to members. Five Focus Groups were commissioned across England to establish member’s business information needs and requirement and to gauge their response to product testing ideas. The outcome of the research found a strong lack...

Client: Local Authority
Year: 2006
Category: Voice of your Customers
Principal Methodology: Customer-Profiling

The Head of Leisure Services and the Leisure Development and Project Manager of a South East district authority commissioned in-depth analyses of user/non-user groups of leisure facilities, and identified trends in support of South East England District Council CPA 2007 Inspections. A summary report was presented to include key findings concluding that Females, people with disabilities and the...

Client: Professional Qualification Provider
Year: 2006
Category: Voice of your Students and Members
Principal Methodology: Customer-Profiling

Utilising existing membership data, I introduced geo-demographic analysis to the reporting of market insights of a financial Institutes membership database, visually plotting data geographically to establish and identify marketing relationships between key business markets and segments, covering 128,000 members, five markets in 127 countries. Presentations were made to Senior Management Team...

Client: Local Authority
Year: 2006
Category: Voice of your Residents
Principal Methodology: Customer-Profiling

To support the preparation of the new Community Plan and Local Development Framework, I met with the Head of Community and Corporate Planning and Community Planner of a South East district authority to discuss the requirements of commissioning work to prepare and produce a Borough Profile. Utilising data from census 2001, employment statistics, police crime statistics and deprivation...

Client: Local Authority Theatre
Year: 2006
Category: Voice of your Customers
Principal Methodology: Online

Online bookings for a Kentish town theatre have developed significantly over the past years. Senior management commissioned a short survey to gauge customer feedback of the online ticket booking process. The online self-completion survey was completed by over 120 users, providing key insight to the booking process, the degree of satisfaction and the areas for future improvement. A report was...

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