CASE STUDY:
RMG:Clarity were commissioned by Utility and Environmental Solutions (UES) in October 2009 to provide a customer satisfaction survey.
UES work with their clients to manage utility costs and environmental impact on a risk free basis. Their independence allows them to negotiate and secure the best utility deals available while their experience enables them to develop solutions that are tailored to meet your business needs.
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Telephone Interviews Full Report
“We commissioned RMG:clarity to undertake our client survey. I found the whole process very quick, simple and effective. They provided valuable advice about structuring the survey, along with great feedback on progress whilst the survey was running. Finally they provided very clear and effective reports in conclusion too. Thoroughly recommended!” Kate Williams Marketing Manager UES
UES provide utility solutions to a range of SME and corporate clients. The UES service provides these clients with solutions which deliver savings and improved services by brokering better deals with suppliers. UES were keen to understand the customer perception of their products and to measure the effectiveness of their services over a range of features. The survey is likely to be repeated in the future in order to assess improvement in performance.
This research consisted of a structured Business to Business (B2B) telephone survey with named contacts on the UES customer database. The survey looked at the range of activities undertaken by UES and required customers to rank the performance level. The main topics covered were: • • • • • •
About the service Recommendation Other services Level of communication UES staff and service Demographics
With each customer categorised by the specific service provided, service levels were assessed within each group. The other main objective of the survey was to set a benchmark of the current customer satisfaction level for future comparison. This will enable measurement of any changes to systems and processes to be evaluated over time.
Interviews were conducted at RMG:Clarity’s in-house Computer Assisted Telephone Interviewing (CATI) Unit and contacted during the day Monday to Friday, utilising Interviewer Quality Control Scheme (IQCS) trained staff that are particularly skilled in undertaking B2B surveys. The sample used for making telephone calls was provided by the client, who supplied contact names and numbers from their database. Interviews were carried out between 29th October and 11th November 2009 and yielded a 52% response rate.
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