Background and aims
Prior to 2019, EA Networks had been conducting customer and contracting services surveys every two years. Global Research was contracted by EA Networks to help with this research. Our aim was to combine these two research activities into one, and target three key areas of investigation:
Customer satisfaction, focusing on core services, communication, pricing & value, image, and reputation;
Contracting services, focusing on efficiency, outcome, and communication;
Brand awareness.
Our role
Global Research played a key role in this project from start to finish, including survey design, data collection (face to face surveying as well as hosting an online survey), analysis, and reporting.
Design and method
Our team collaborated with EA Networks to refine the questions used in previous surveys to create a more comprehensive and consistent survey that could be reused every two years, yielding accurate and comparable data. During this process, we employed best practice from other similar organisations to create the most effective survey.
Once the survey was designed and approved by EA Networks, Global Research staff took to the streets of mid-Canterbury and approached members of the community in various public places around the Ashburton area to complete an online survey.
Respondents could complete the five-minute survey on tablets supplied by Global Research or have a Global Research staff member go through the survey with them and complete it on their behalf. The online survey was also emailed out to EA Networks’ customer database, inviting people to participate this way.
A total of 1,423 surveys were completed, including 200 in person surveys and 1,223 online survey submissions from the customer database.
All of the data that we collected was analysed and presented in a comprehensive report for EA Networks to examine the results of this research.
Result
EA Networks received a full, comprehensive report with detailed analysis and synthesis of results pertaining to customer satisfaction, experiences with various services offered by EA Networks, brand awareness, and more. Results were clearly presented and easy to understand.
Along with a full report of findings, we also provided EA Networks with an interactive dashboard which allowed them to interrogate the data based on certain groups of customers, or based on the answers given to previous questions.
Outcome
Through this research, EA Networks was able to better understand how they are perceived by their community and find areas in which they could improve or place more focus moving forward.
EA Networks have been able to better target their decisions to ensure customer satisfaction, based on information they learned through the analysis of feedback of over 1,400 customers.
This research project was repeated in 2021, with the latest report containing comparisons between 2019 and 2021 results to show EA Networks’ performance across various areas over a two-year period.