InnoLOG

ENERGY PROVIDERS – How to fuel Customer Satisfaction

The Challenge: The main objective of our client – an energy (liquid fuel) provider was to improve its client service in each of its petrol stations, boosting its customers’ satisfaction. A secondary goal was to find any weaknesses in the provided service and to build a strategy preventing the possible negative effects (if any).

The Approach: We designed and executed a quantitative survey: tablets assisted, 8-minute personal interview at the points of sale (petrol stations), among both individual customers and corporate clients.

The Outcome: The survey results revealed extremely high levels of satisfaction with the quality of the fuel and the level of staff service among both target groups. Yet, our analysis revealed certain areas which needed particular attention – some small details neglected by the company staff, yet being of importance to the customers. Empowered by our conclusions and recommendations, our client was able to develop a simple set of rules for the service staff to follow, thus maintaining its excellent performance and avoiding the possible negative experiences.

Blind product test – an eye-opener for future innovations

The Challenge: Our Client wanted to replace the product of one of his major sub-brands on the market, aiming to attract consumers of competitive brands and prevent confusion of existing customers. The questions was which of the 2 alternative blends developed by his R&D department would be the best replacement of the current one?

The Approach: We designed and executed a quantitative survey: sequential monadic blind product test at a central location. We recruited regular consumers of the client’s own brand and the two key competitors. Each respondent tasted 3 products – the existing client’s product and the 2 new prototypes and was invited and encouraged to evaluate the beverages on certain attributes and to declare his preference for one of them.

 

A detailed look into the characteristics of prototype W298:

The Outcome: The analysis of the quantitative data revealed that both new prototypes underperform vs. the existing product, among all subgroups of consumers. Our input prevented the client from investing in an inferior product alternative and revealed that further improvements in the proposed product are needed.

Monthly National Omnibus – Simple, Fast, Efficient Solution for Taking Better Decisions

LOGO Research gladly announces the Monthly National Omnibus – an important and easily accessible service to all businesses who need to feel the pulse of changes in Bulgarian customer attitudes, preferences and habits.

The monthly sample of N=1,000 among 15+ y.o. population in Bulgaria (both Urban and Rural) allows fast representative results at highly competitive costs. High result validity is guaranteed by the respondent selection, tablet-assisted (electronic) face-to-face data collection, stringent quality controls and national spread.

Price for participation is based on the number of custom questions added (1, 3, 5 or more) and any need of research support (questionnaire development, analysis). Every client receives syndicated key demographic data on top of the custom questions in a standard excel format or as a customized excel or power point report.

Address us until 20th every month and see your results derived from a Nationally Representative sample just one month later. Both one-off and continuous participation work well:
• One-off participation gives instant answers on category penetration, usage frequency, target group basic definition, pre-launch evaluation or any other matter of interest.
• Continuous participation renders opportunity for Monthly tracking of a set of indicators important for your brand, communication and business.

Share your needs on omnibus@logo-mrc.com and we will send a proposal sooner than later.

Take decisions based on solid data maintaining cost-effectiveness!

Your LOGO Research team

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