Using research to support change management

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Why the client needed the research

Since 2007 we have been responsible for a customer satisfaction survey of users of Welsh Assembly Government business support services (Department of Economy and Transport).  These services are provided through local centres which are supported by a primary contact centre handling phone calls, website and email enquiries.

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Our approach

We adopted an approach which involved ongoing, monthly interviewing of service users.  We achieved a robust sample size of 700 interviews each quarter, enabling us to break the data down by smaller sub-groups within the sample (for example, contact type and region).

With our multi-method capabilities, we reached respondents by CATI (phone) and by CAWI (Computer Aided Web Interviewing) interview.

The outcome

Our findings and recommendations were reported on a quarterly basis, tracking attitudes, profiles and satisfaction over time.  The results have played an important role, informing decision-making during a critical time of change which saw the transformation of services from ‘Business Eye’ to ‘Flexible Support for Business’ delivery structures.