Construction

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End Client: Manufacturer of Heavy Lifting Equipment
Research Area: Satisfaction with complaint handling
Methodology: CATI
Sector: Construction
Respondents: Customers
Sample Size: 650
LOI: 8 minutes
Days in Field: 6 months
Markets: Australia
Additional Notes: Interviewers had to cross-reference a number of documents relating to the individual complaints of each customer

End Client: Manufacturer of Construction Materials
Research Area: Brand Assessment
Methodology: CATI
Sector: Construction
Respondents: Construction Fastening Product Dealers and Purchasers
Sample Size: 550
LOI: 15 Minutes
Days in Field: 17
Markets: France, Germany, Italy, Netherlands, UK
Additional Notes: This project was used to inform a subsequent brand strategy, following the acquisition of a competitor.

End Client: Construction Warranty and Insurance Provider
Research Area: Registration
Methodology: CATI
Sector: Finance
Respondents: Builders who have not renewed their registration.
Sample Size: 500
LOI: 5 Minutes
Days in Field: 20
Markets: UK
Additional Notes: This followed three annual contact programmes and was repeated the following year.

End Client: Construction Warranty and Insurance Provider
Research Area: Assessment of Inspection Service
Methodology: CATI
Sector: Finance
Respondents: Site Managers
Sample Size: 1100
LOI: 10 Minutes
Days in Field: 40
Markets: UK
Additional Notes: This was carried out monthly, with 130-135 respondents per month.

End Client: Construction Warranty and Insurance Provider
Research Area: Net Promoter Score Survey, Customer Satisfaction Survey
Methodology: CATI
Sector: Finance
Respondents: Registered Builders. Managing Directors, Owners, Technicaly Directors and Construction Directors
Sample Size: 225 NPS, 200 CSS
LOI: 5 Minutes NPS, 25 Minutes CSS
Days in Field: 15 NPS, 15 CSS
Markets: UK
Additional Notes: The NPS Survey was repeated quarterly, and the Customer Satisfaction biannually.

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