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Established Businesses - How We Can Help!

Posted Tuesday, 01 April 2014 by Tangent Lines

Our client wanted to test the 'hygiene' factors of their business across their various branches including:

o Customer service
o Specialist and technical support and knowledge of staff
o Stock profile
o Showcasing market innovation
o Cleanliness of the branch
o Ease of access

We created two 'scripts', one for our telephone enquiries and the other for our in store visits. These were designed to provide us with the raw data to compile a report which provided the client with the answers they wanted.

To standardise the data collection, one person completed all the telephone enquiries and one person completed all the in store visits. To ensure that our client was competing at a competitive level, we conducted telephone and in store visits for competitor businesses within the same areas using the 'scripts'.

Once the data was collected, work began on the report which covered all the various 'hygiene' factors that the client wanted. We used several tools to showcase the data in a clear and concise manner.

Our client is finding the research useful, requesting the project to be rolled out over the coming year, and as the reports are provided within a short time frame of the data being gathered, the information is still current when presented to the relevant decision makers within the company.

The data is being used by our client to analyse the strengths and weaknesses of their business, as well as being used to compare their performance against their competitors. The research and data collected by Tangent Lines Ltd has given senior managers the opportunity to inspect their business model from a different perspective.

Does this sound like something you need for your company? If so, please get in touch.


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