Business
NGS Super
Refining a research strategy to centralise the voice of customer insights
NGS Super is a leading provider of super for non-government schools, faith communities and the finance industry. Currently, there are over 110,000 members, served by 130 staff across the organisation.
NGS Super were seeking to refine their research strategy to centralise the voice of customer insights in decision-making across the organisation. As part of the research strategy, NGS Super were also seeking feedback on the new customer exit survey.
The Solution
McCrindle refined the NGS Super research strategy using a series of interviews with key stakeholders to gain key insights. McCrindle conducted 8 interviews with staff at NGS Super to understand how individuals use customer insights and assess how current insights are collated and presented.
Ideas were also gathered from individuals on future ways the customer voice could be centralised and communicated. These ideas were refined and developed into a series of recommendations that were workshopped with relevant staff. The interviews included the CEO, board members and key leaders in marketing and communications.
Once the data from the in-depth interviews was collected, McCrindle provided NGS Super with improvement areas, suggested edits and a documented research strategy that was also delivered in a presentation format.
Deliverables
- Customer exit survey consulting
- Review and develop the research strategy
- Interviews with key stakeholders
- Workshop with relevant staff
- Summary document of new research strategy
- Presentation of new strategy
