Network Researchwww.networkresearch.co.uk
Philosophy
What we do
At Network Research, we work with reputations because we believe that’s what relationships are built on.
We create research programmes to find out how your customers care and what they care about: most importantly, we reveal why they care.
No two organisations are the same so your research project will be designed to suit you: your reputation, customers, staff and your bottom line.
We specialise in understanding customer relationships and the different ways in which they can impact on different businesses, and we help organisations to improve loyalty, advocacy, retention and goodwill.
How we do it
We measure how customers and staff think and feel about you by asking them to describe their experiences across all aspects of service delivery. This can then be monitored to ensure consistency.
We deliver results in whatever form you choose and always focus on the key factors that drive your business. Our process is shared and transparent. Our outputs are user-friendly and actionable.
So what?
Reports give data. Analysis gives insight. Then what?
Imagine being able to apply everything you learn, to your advantage.
Network Research will give you the confidence to: - convert facts and feelings into strategies
- develop hunches into missions
- generate profits with customers ... not through them.
We blend our expertise with your specialist knowledge and your customer response to create a potent mix that will keep you ahead of the game.
Distinctive features
Each survey is a fresh design that will:- be managed by a director-led account team
- meet client needs, culture and strategy
- keep the customer in focus
- measure commitment as well as satisfaction
- use customer comments to diagnose understanding
- produce improvement-orientated outputs
- integrate research with business knowledge
- include competitor customer benchmarking
- involve employee research (if appropriate).
Measures
B2B:
- Overall service quality*
- Brand imagery and values*
- Product satisfaction*
- Value for money*
- Advocacy*
- Loyalty*
- Commitment*
- Complaint handling*
- Reputation*
- Communications
- Competitor benchmarking*
- Employee opinion*
B2C:
- overall service quality*
- Brand imagery and values*
- Product satisfaction*
- Value for money*
- Advocacy*
- Loyalty*
- Commitment*
- Complaint handling*
- Reputation*
- Communications
- Competitor benchmarking*
We consider those measures marked with an asterisk as particularly important.
Survey method
B2B and B2C:
- Telephone/CATI
- Online
- Postal/self-completion
Frequency of fieldwork
Fieldwork frequency is agreed with each client relevant to their issues, needs and customer base.
Reporting (data)
B2B and B2C: Reporting frequency varies dependent upon client needs. Reporting can be daily, weekly, monthly, quarterly or annual.
Reporting (personal presentation)
Personal presentations are included in our standard reporting deliverables. Again, the frequency is agreed with the client.
Sampling
B2B and B2C: Sampling methodologies are designed to meet the needs of each project or client.
Specialisation
B2B and B2C:
- Finance
- Insurance
- Automotive
- Travel
- Transport
- IT and telecoms
| Modelling | B2B | B2C | | | | Customer lifetime value modelling | | | | | | Links with customer databases |  | | | | | Linking CSM to financial measures | | | | | | Links to other stakeholder research | | | | | | Linking data to other customer measures | | |
Experience
No. of execs with experience in CSM: 10
Network Research has been involved in customer satisfaction studies since 1992.
Other special features
We shape your data to suit your audience, e.g. soundbites for the boardroom or workshops for frontline staff.
We avoid elaborate graphs that make sense when we explain them and mean nothing when we leave.
We like to work closely with the client teams who manage the processes – that’s why we welcome opportunities to maximise the findings by contributing to internal seminars, workshops and training.
| | 
|
