Business to business market research solutions
Satisfaction studies
Scope
High satisfaction products and services lead to loyal customers and
through "word-to-mouth" new ones. 1WR proposes satisfaction
measurements that should be a continuous process and distributed in
various formats for different internal users. 1WR proposes tools designed to follow quality perceptions or your products and those of competitors. This comprises follow-up of repeat and non repeat purchasers. Diagnostics are also provided upon non repeat purchasers to help you make corrections.
Production
Based upon your
needs and budget, we can customize an enhanced solution or new
satisfaction monitoring program.We consider in house solutions for monitoring self completed questionnaires as well as exterior solutions through:
- qualitative depth interviews and/or focus groups,
- quantitative personalized internet or telephone interviewing
Once fieldwork is completed, tables with difference tests are produced, eventually with more sophisticated analysis.
Reporting
Reporting respects scheduling and the various stages of a study.A typical study comprises:
- a presentation of analytical findings with summary and recommendations, discussed and prepared with you.
- various reports for various users introducing the methodology, the study and its objectives, its summary and recommendations, its main analytical/question sections and appendices.
- summary tables are produced either as Excel
spreadsheet tables or in Word files which highlight differences though
significance tests, as well as for various splits: specific targets,
segment groups and
other company or organizational characteristics
- listing of the open-ended question verbatim answers and their translation in English
- eventual exports and related project files
- fieldwork details and appendices
Background
The objective was to monitor customer satisfaction of specific medical
products in North America and in various European markets with over a
1,000 existing customers, more specifically composed of lab/radiology
physicians; specialist managers or endovascular radiology managers;
specialist technologists/nurses or radiologists; administrators of
specialist units.Sampling and methodology
A specialized call centre in the London area was used with trained
medical interviewers. Training was provided by client and
1WR also using some telephone interview exercises. This
“global” team was internationally consistent, continuously used
and cost effective. Computer assisted telephone interviews (CATI) were conducted upon quota based upon customer types provided to us by client in house customer list.
Reporting
Included data under various formats and dissatisfaction verbatim text
files. As a continuous operation, results were
maintained on a
client research project management software (Reflect©) so teams
perform further or specific analysis when required.Quality
On site by supervisor, managers and clients. © Copyright 1 World Research (1WR.net)
2002-2008. All Rights Reserved.
updated last April 2008
updated last April 2008