How We've Helped
We’ve helped all types of organizations ranging in size from 1 person firms to Fortune 500 companies. Our clients are public sector and private sector across a wide array of industries. Here are some examples of what we’ve done to help our clients.
Product Image / Consumer Perception
- Management of a health care system noticed residents within the service area of one of its hospitals were traveling outside of their community to receive services elsewhere.
- We conducted computer assisted telephone interviews (CATI) of 500 respondents selected from the hospital service area.
- Identified the “ideal” attributes these residents want in a hospital.
- Measured how well this hospital compared with their perception of ideal.
- Measured how well competitive hospitals compared with the “ideal”.
- Conducted a series of focus groups to identify ways to overcome some of the barriers identified in the quantitative study.
- Identified those attributes that needed to be emphasized, which led to the development of an advertising and communication campaign resulting in increased utilization of the test hospital.
Company Image / Jury Consulting
- A law firm representing the estate of an individual killed in a motor vehicle accident involving a large, national firm wanted to assess how a jury might respond to the facts of the case. The firm wanted to determine how much leverage they had in negotiating with the opposing side.
- To avoid any potential jury tampering, we first had to identify a “test market” that was demographically similar to where the trial would take place.
- We conducted focus groups (80) participants that served as the “jury” to hear the facts of the case.
- Viewed a simulation of the accident, and reached a consensus on whether the large company was at fault and the amount of the award.
- We also conducted computer assisted telephone interviews (CATI) of 300 respondents selected from this same test market.
- We were able to “paint” an accurate image of the firm.
- The law firm effectively negotiated for their client from a position of strength.
- The focus groups provided an attainable, sizeable settlement estimate based on “jury” input.
- They identified those facts most likely to resonate with a jury.
- The Image Study showed this company did not have as favorable an image as initially beleived.
Advertising Development / Effectiveness
- The American Cancer Society, South Atlantic Division, Inc. recognized that African American women living in Portsmouth, VA, have the highest mortality rates from breast cancer than other cities in the Tidewater area. This disparity resulted in an American Cancer Society initiative to increase the number of African American women living in Portsmouth getting a mammogram.
- We conducted Baseline and Post Introduction quantitative studies to measure the frequency of mammograms among the target audience. Both waves were necessary to measure the effectiveness of the public relations campaign.
- The methodology involved a telephone survey among ending samples of 300 African American women aged 40 and older.
- In addition, we conducted a number of focus groups with the target audience prior to the launch of the campaign.
- In advance of the groups, participants were given an assignment of viewing the proposed website and answering specific questions.
- The research identified “tweaks” to the advertising that helped optimize it.
- Management of a quasi-public sector agency with approximately 300 employees became concerned after complaints that employees were treating customers harshly. They believed employees were dissatisfied with their salaries and taking out their frustration by being disrespectful towards customers.
- Recognizing that behaviors exhibited by front-line employees are often generated from senior management, we conducted a number of one-on-one in-depth interviews with senior management and staff. The purpose of these sessions was to understand how all employees perceived the organization’s brand, its customer and front-line staff.
- In addition, we utilized “mystery shoppers” to pose as customers.
- We also conducted an online survey among employees to assess their satisfaction.
- The findings revealed some conclusions management had not expected. Respect, not salary, was the issue. They implemented policies that empowered the employees resulting in better treatment of their customers.