Creation of a Market Place Evaluation Study

GUIDING A LEADING PRICE COMPARISON SITE

Harris Interactive UK

CREATION OF A MARKET PLACE EVALUATION STUDY
Assuring customer satisfaction, loyalty and profitability is a key objective for organisations everywhere. We are dedicated to helping our clients address this issue – offering actionable research that provides insights into the key drivers of commitment and loyalty, which in turn can stimulate growth and enhance business performance. Here are some of the areas we have covered:

Claimants
Sales
Service
Complaints
Business Issue

The business sought a firm understanding of market place dynamics, along with measures of performance for itself and amongst leading competitors.
Solution

A preliminary round of ‘PC clinic’ focus groups provided a complete breakdown of the price comparison process from the user’s perspective as well as an understanding of consumer attitudes and motivations.
Using our respondent panel, the quantitative stage was designed to give a holistic picture of the marketplace providing market and brand drivers as well as a detailed overview of the entire price comparison process.
Action

Results enabled our client to establish a corporate scorecard which assessed the performance of each area of the business. Identified improvement areas, breaking down each stage of the process to help increase customer loyalty and attrition as well as feeding into future communications development and targeting.

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