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Market Research Clients - Utilities Sector

This is another sector where we have over 10 years experience and have conducted research in the markets of major utilities industries of Electricity, Water, Gas and Telecommunications.

For example: British Gas

Maven® runs a continuous customer satisfaction survey with customers who have recently contacted British Gas. We survey thousands of customers a year across a wide variety of customer groups, from those who have contacted British Gas by telephone or letter, to those who have made contact via the company's website, House.co.uk.

Due to the diverse nature of British Gas' products and services and customer queries, we have a variety of different scripts, all of which have quotas set.

We also conduct the research in a number of different languages (e.g. Urdu, Punjabi, Hindi etc) to ensure that language does not become a barrier to customer participation in the survey.

The results are reported monthly and quarterly, highlighting key areas for improvement and identifying trends over time.

We also have an 'action alert' system in place with British Gas, where we can feedback information for customers to be contacted if they give their permission at the time of interview.