Overview
The assignment covered customer experience research from design through reporting. Management needed a consistent way to hear from customers, understand what the responses meant and follow the same measures from one reporting cycle to the next.
The Challenge
Feedback was arriving in different forms and at different times, which made it difficult to compare periods or to separate isolated complaints from patterns that needed attention.
What We Did
- Defined the research questions and measurement scope with stakeholders
- Developed the questionnaire and sampling approach
- Planned and supervised structured data collection
- Cleaned and validated responses before analysis
- Analyzed results by service touchpoint and respondent group
- Produced recurring reporting cycles and presented findings to management
What We Delivered
- Research design and methodology documentation
- Survey instruments
- Cleaned and validated datasets
- Recurring and final analytical reports
- Management presentation
The Value
Created a more structured way for management to monitor customer experience over time, with results that can be compared across reporting periods rather than read in isolation.