Facts International currently conducts two large-scale customer satisfaction tracker studies with affluent and branch customers of a well-known financial institution.

The studies monitor customer satisfaction and measure overall opinion of the bank, and the opinion of the individual branches and banking managers using Net Promoter Score (NPS) alongside 7-point semantic satisfaction scales.

For both studies, Facts International automatically triggers ‘hot’ alerts for dissatisfied customers, so that the bank can action these within 24 hours of the customer being called. Similarly, we send ‘excellence’ alerts for particularly high levels of satisfaction. The 45000 interviews per month are conducted from our state-of-the-art communications centre based in Ashford, which also incorporates international calls as part of the study.

The insights from our work aid the bank to develop its customer-focused strategies and deliver an improved bottom line performance for its stakeholders

Facts International works with other agencies on multi-faceted projects providing leading fieldwork and CATI expertise. For example, we have worked with our sister agency, Opinion Leader, to conduct telephone research amongst civil servants based in a number of different government departments

One project consisted of 300 twenty minute interviews with senior civil servants on capability reviews within their departments.

Respondents talked about reviews within their department and were asked about their individual role and how they feel the programme is likely to impact on standards within the department.

This allowed the departments to plan for the future as part of the ongoing central government reviews that were being undertaken.

Being able to canvass the population’s views quickly about a subject is one of the key USPs that Facts International can offer.

Whether the study focusses on helping a worldwide charity understand attitudes of the population towards natural disasters such as flooding in Pakistan, or on which political party will win an election running the following day, Facts is able to provide timely telephone research.

Using Confirmit software, telephone research can be analysed quickly and reports produced in real time, allowing trends in surveying to be spotted and plans adapted.