Utility group taps into insight from online customer research panel
London, UK, 19 April 2012 - International consumer research specialist Intersperience has signed a new contract with major utility group ScottishPower to run an online customer research panel to deliver customer insight into its products, service and critical energy-related issues.
The one-year contract renews a successful three year collaboration between the two companies during which ScottishPower benefited from using Intersperience’s proprietary online research platform which combines the latest ‘community-based’ research with a range of qualitative, quantitative and mobile research techniques.
The customer panel created by Intersperience comprises a total of 4,000 people who can rapidly respond online to ScottishPower’s specific research needs and it also includes a community of 400 engaged customers.
Intersperience runs the panel on behalf of ScottishPower and provides three different types of research including: adhoc research (including fieldwork, one-to-one customer interviews, and research feedback); ‘hot topic research’ on selected issues via polls and discussion threads; and a new ‘community listening’ service, which will drive change from consumer-driven issues.
Paul Hudson, Chief Executive of Intersperience said: “We’re delighted to have renewed our contract with ScottishPower and look forward to collaborating with them on more cutting-edge customer research.”
He added: “We’ve introduced a powerful new element to our work with ScottishPower via our new analytical tool which performs ‘community listening’ more effectively. It enables us to analyse not only new customer discussion threads but to mine data going back four years and hone in on critical issues. It creates a more flexible and more comprehensive research tool and more cost-effective solution.”
NOTES TO EDITORS
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Intersperience is an international consumer research specialist with expertise in consumer behaviour, experience and attitudes. The team, which is headquartered in Cumbria, has more than 25 years experience in analysing consumer behaviour. It employs a range of interpretative models and frameworks including a proprietary online research platform. Intersperience has significant global expertise and an international research hub at Lancaster University which conducts research in more than 60 languages as well as associates in major global markets. Intersperience is an expert in how technology impacts on consumer behaviour and multi-channel customer service strategy. Clients include:The British Council; General Motors; Iceland; Samsung; ScottishPower; and William Hill.
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