Customer experience and energy product agile insights

GroupQuality was contracted by a data-driven creative agency to use its leading agile online customer experience community discussion to track the customer on-boarding, usage and effectiveness of an energy prepayment product. The research project aimed to obtain direct feedback from a sample of customers and walk in their shoes as they experienced the product for the first time before the market roll-out. The project needed to identify the technical and user experience issues and process risks with the roll-out of the new mobile-enabled product. (Risks could include app issues, communication issues, hardware roll out issues.) Critically the project needed to monitor the customer journey and experience to understand the resource demands for product on-boarding, communication and ongoing support. Any insights captured from the feedback and structured questioning would be used to improve the product features, the process and the day to day usage. Target market Based on the initial brief, we recommended one online over-time seven to eight-week GroupQuality agile community discussion board across the different targets: Location of the customer group to be Tasmania, Australia. Current customers who already have the old energy product installed in their home are being transitioned to a new prepayment new energy product. A targeted representative sample of the target audience. Age and gender split across the sample. Total customer engagement 12 Methodology To meet your objectives for the project, we proposed the following: Eight-week discussion to track the customer experience from pre-invitation to day to day product usage. A GroupQuality moderated online discussion to track, monitor and listen to the customers’ experiences. At each stage of the customer journey, many topics were...

Online Survey For Childcare Services

The Client Adventure Patch is a not-for-profit childcare provider, with a strong focus on fun, exploring and imagination. Adventure Patch “…educators create a safe and nurturing environment for your child. We offer multiple care options including long daycare, outside school hours care and vacation care in the greater Hobart region. We also offer a state-wide Family Day Care service through the Kingborough Family Day Care and Launceston Family Day Care Communities.” Adventure Patch encourages outdoor and self-directed play, getting messy and having fun within caring and safe boundaries. They are having rebranded Adventure Patch needed to learn more about their families and identify barriers that prevent families from accessing the outside school hours care service and how these barriers can be addressed to encourage families and communities to access the service. Adventure patch also needed to understand the attitude of parents towards the idea of “Risky play” this is a play which includes playing outside, playing with old tyres and similar activities which constitute “risk in play”. The result of the survey to be used to better communicate and engage with families of children who use them outside of school care service. Survey Project Objectives Identify the barriers stopping families using Adventure Patch outside school care services. Segment the Family demographics to understand parents and guardians using the services. Ascertain if removing the barriers would facilitate an increase in Family visitation. Understand the parent guardian attitudes and acceptance of risk in play. Analysis and review of existing research completed in Australia and New Zealand in the areas of the outside of school care services and risk in play. Online...

Case Study: Energy industry agile community

The client: “TasNetworks commenced operations on 1 July 2014. It has been formed by a merger between Aurora Energy’s distribution network (the poles and wires) and Transend Networks (the big towers and lines). TasNetworks is a Tasmanian state-owned corporation that supplies power from the generation source to homes and businesses through a network of transmission towers, substations and powerlines.” Objectives of a discussion focus group research project: To use an agile online discussion focus group to capture customer attitudes and preferences towards new product ideas and communication in context of an electricity network employee need to  access a customers’ property and home. Identified target market: Sixteen electricity metered residential customers were recruited from a variety of locations including rural and urban locations. A proportion of those customers had solar installed, and all customers were on either dial or digital tariff electricity meters. There was a mix of age and sex from early 20’s through to 60+ years of age. Method: A secure (GroupQuality) online insights community discussion board (over-time focus group) professionally moderated by us. Respondents were recruited and screened, invited to participate, and provided with a unique username and password. The discussion occurred over a 5-day period, and activity took place in a structured online discussion using an approved, scheduled discussion guide. The guide included questions, images, and documents to be reviewed and analysed. The discussion guide was carefully structured for the online environment to ensure the most efficient use of the participants’ time. Participants logged in at a time convenient to them each day – early in the morning or late afternoon or early evening. Each day...

Case Study – sparkling agile consumer insights before all the bubbles are set free!

The traditional way of approaching this consumer insight project would have been to run face to face focus groups, and stage in-home interviews to understand how the brand was invited and positioned in the home. The difficultly with this was that the cost to complete such a project would run into the multiples of tens of thousands of dollars, and would take considerable time to plan, execute and complete. This method was simply too costly and would not meet the required communications timeline – it would be all over before it had chance to begin. This is where GroupQuality’s agile approach to market research using online insight collection methods was a perfect match for Vizeum Australia and SodaStream. Background The client, strategic media agency Vizeum Australia, approached GroupQuality to assist them with a major consumer research project. GroupQuality was chosen for their expertise in providing leading market research software and insight consulting services. The brief was to provide Vizeum Australia with strategic insight to help formulate the national media and brand communications strategy for SodaStream Australia. This required the development, management and analysis of eight simultaneous, online mini community discussions. Previously, SodaStream Australia had conducted quantitative survey research to understand the Australian market. The research was effective in providing insights around the product category, brand and purchase motivators. But there were a number of knowledge gaps which could only be addressed through the use of qualitative community research and that’s where GroupQuality slotted in to the Vizeum team. There were a number of strategic questions that needed to be answered for Vizeum Australia to be able to complete the...

Insights from online discussion board saves direct mail campaign

Traditional face-to-face focus groups are regularly used to test creative and direct mail collateral before they are sent for pilot testing. But there is now a faster and more cost effective way of testing marketing collateral without losing any of the quality. A more insightful way of thoroughly testing the impact of both the marketing and creative, while getting closer to the consumer’s view of your world. In this case study we provide one example of how a fast online discussion replaced a traditional face to face focus group and helped to save a direct marketing campaign. The client needed to provide strategic communication advice, key message development and copy writing services for a government-sponsored health initiative called “Get-Healthy”. The Get Healthy Service provides information and ongoing health coaching support about how to improve your lifestyle in relation to: Healthy eating. Being active. Achieving and maintaining a healthy weight. The communication under review was a direct mail package sent to targeted households. The proposed direct mail piece was to include details of the offer, relevant calls to action to encourage individual participation in the free program. Objective To ascertain the effectiveness of a proposed direct mail piece for a state government health department to determine and pre-test the effectiveness of the content and presentation of the offer, prior to targeted distribution. Target audiences Male and female, 35-65 years, from low SEIFA postal areas. What they did Due to the geographic dispersion of regional and metropolitan participants online Discussion Boards were chosen over real-time groups due to, participant availability (they were able to contribute to the discussion at a time...

Online requirements gathering the smart way

Case Study Background A technology development company needed an easy way of gathering user requirements from the target market for a new application, for parents with children with disabilities. The application would allow parents, carers and people with disabilities themselves to record and share information easily and securely. The laborious process of trying to set up face-to-face user interviews was compounded by the fact these parents were short on time and were geographically dispersed. Any contributions they could make to the requirements gathering process would need to be done on an ad-hoc bases, at different times throughout the day and late into the evening. As a solution the development company chose GroupQuality software as the tool to help in the requirements gathering process, and to gain insight into the challenges facing these parents who would ultimately be end users of the software. They were also of the opinion that the parents were more likely to share information if it could be done in a secure and anonymous discussion environment. Method The development company already had brief from their client, but they needed to verify their needs and identify the pain points for end users. They needed to understand where the focus of the application would be for the end user and how the workflow could be designed to deliver the best outcome. A dozen parents were invited to participate in a requirements gathering exercise using GroupQuality’s private and secure discussion board software. The discussion occurred over a week with four main topics covered: Understanding people’s lives and backgrounds Current challenges Making it easy Managing information Parents were able to...