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Maven Research was approached by National Grid to develop and conduct a Customer Satisfaction Research programme. Crucial aims of the research included:
- To review customer segmentation versus internal structures
- To understand the staffs view on customer management
- To identify and measure customers’ expectations of service delivery
- To identify, measure & track customers’ key requirements and their relative importance
- To identify and prioritise actionable areas for service improvement
- To measure & track overall customer satisfaction, loyalty and advocacy
- To set goals for service improvement and monitor progress
- To benchmark performance against other external service providers
The first stage of developing the programme required a number of depth interviews, carried out either in person or over the telephone. The interviews were conducted amongst split levels of seniority from directors to thought leaders to account managers.
Results from this interview stage will form the backbone of the quantitative questionnaire which is due to commence in the near future.
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“(Our account manager) is very articulate and displays excellent presentation skills.
I have always found the service provided by him to be excellent”
National Grid |
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