The Post Office® services over 29 million different customers each week via their branch network, call centres and website distribution channels offering a vast range of products from Travel Services and HomePhone to Insurance and lending services.
Our partnership with the Post Office® began in in 2004 following the launch of their insurance and personal loans products.
The Post Office® wanted to monitor customer satisfaction across three very different channels and more than twenty different products and services.
Nunwood proposed a varied programme of store exit, telephone interviews and online surveys to ensure we approached each customer via their channel of choice.
The greatest challenge of such a wide ranging project was obvious – ensuring that the wider business listened and actioned insight … quickly. They needed a full service agency who would not simply delivery timely results but a multi discipline team who would work in partnership to generate relevant insight and drive recommendations straight to decision makers, from call centre staff to board members.
This partnership approach, facilitated by a three month Nunwood secondment from the Global Insight Division and the use of Fizz technology to manage multiple data sets (from not just ourselves but dozens of Post Office Ltd research and marketing suppliers), has allowed Post Office® research managers to move from their role of ‘insight generator’ towards one of ‘insight communicator’.
In fact, working in such close partnership and encouraging the business to embrace technology has allowed Katie Blight, Senior Research Manager at the Post Office® to increase the time she spends communicating insight throughout the business to around 80% of her working week!
The outcome for Post Office®? - They have more time to spend focusing on actioning results and they have the confidence to take Nunwood researchers with them straight to the source, conducting regular debriefs with product manager and training presentations with call centres.
