The Post Office® were setting up a multi channel customer satisfaction programme across more than 20 products and services.
The greatest challenge of such a wide ranging project was obvious – ensuring that the wider business listened and actioned insight quickly.
They needed a full service agency who would not simply deliver timely results but a multi discipline team who would work in partnership to generate relevant insight and drive recommendations straight to decision makers, from call centre staff to board members.
In order to seamlessly set up this challenging tracking programme a member of our Global Insight team worked onsite for 2 days each week during the set up phase to support the research team and introduce the research programme to key stake holders across the business, from product managers to call centre training staff.
But the partnership approach isn’t one sided. The Post Office® have placed a huge emphasis on helping us to get to know their business, visiting Nunwood to present to the wider team and even sending personal letters to our external field staff!
The benefit of this partnership approach has been a true ‘business focus’ in all research findings presented back to the business and a close relationship that ensures Nunwood are always thinking and acting as a member of the client research team!
“Everyone benefits from a true partnership approach to research. As an agency we can get under the skin of our client's business and deliver insight that is relevant and business focused”
Melanie Stirrup,
Associate Director, Nunwood
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