CUSTOMER FEEDBACK DATA COLLECTION
Your customers are your most important asset and researching them has to be done in the best possible way. You want to keep your customers happy whilst at the same time collecting from them as much relevant feedback and data as possible.
At Kudos Research we ensure your key customers and sensitive topics or issues are handled with the care they demand.
We have a strong pedigree in researching amongst niche consumer groups such as High Net Worth Individuals and the elderly - audiences that many find difficult to reach and to interview. Additionally, with exemplary response rates we make the most of your precious sample.
Our expertise is in addressing sensitive and contentious issues with tact and diplomacy, so you can rely on us to represent you professionally and to gain respondents' trust so that we are able to get beyond the 'polite' response and ensure the research delivers genuine insights.
Not all consumer research is sensitive and we also conduct more standard confidentially data collection for clients. There is no top or bottom limit in sample size. Please contact us for more information.
LOGISTICS GLOBAL CUSTOMER SATISFACTION
A global study for one of the world’s largest logistics companies of their 100 top accounts to gauge their satisfaction with the various services used and with their personal account manager.
The interview is semi-structured and 45 minutes long, and we are tasked with achieving as many interviews as possible from 500 contacts across the 100 global companies. To ensure that the research is credibly received by the internal stakeholders in each global market across the company, it was extremely important that the interviewers had detailed knowledge of their products and services and were able to probe intelligently and fully.
These contacts are major account customers and so the interviewers were hand-picked for their respondent handling skills. The briefing process involved the client working from Kudos offices during the first week of fieldwork, to interact with the interviewing team over questionnaire changes and to monitor interviewing quality, probing, navigation of the questionnaire to satisfy her team of the quality of interviewing.
The relationship is transparent and collaborative and we have provided a link to live data, so the client could monitor progress remotely. We achieve a sample conversion rate of 78% on this annual study.
GLOBAL CUSTOMER LOYALTY NPS STUDY
A global NPS study on behalf of one of the global leaders in the elevator and escalator industry, interviewing 30,500 five minute interviews across 55 different markets from Kudos’s London offices, using native language speakers interviewing in 38 different languages.
Prior to the main study, a pilot was run comprising 25-50 in each of 8 key markets with mock interviews conducted with the client’s country managers.
Sample recordings of interview in each country were supplied to country managers and feedback used to inform ongoing coaching and briefing of interviewers. There are quotas within country by Business Units and Region with around 50 interlocking quotas.
Output is daily data and cleaned native language verbatim responses.
All 30,500 interviews were completed within a 7 week fieldwork period.
HIGH NET WORTH INDIVIDUALS (HNWI) SURVEY
Client feedback survey amongst High Net Worth Individuals on behalf of one of the leading UK banks serving HNWIs. We have been commissioned to coordinate their client feedback research on their behalf.
This survey talks to the bank’s clients to get their feedback on the service they receive. The client initially planned to conduct one wave of CATI interviewing at Kudos Research and to move the survey online afterwards.
They changed this approach and continued commissioning the CATI survey to us because of the high quality of verbatim answers delivered and the quality of data collected.
The verbatim responses recorded on this project are rich in detail and broad in the range of client satisfaction issues they cover. Code frames reflect this and are extensive and nuanced.
When coding we consider a respondent’s feedback, and data such as NPI scores, across the whole interview, not simply question by question.
This survey is in field since mid-2015 and we conduct 400-500 interviews monthly.
If you would like to discuss your research needs and aims - for advice or for a no-obligation quote - please get in touch:
Deputy Managing Director
Business Services Director and Head of Kudos Health