Obtaining accurate marketing information to either build a campaign or measure the success of one can be a difficult business. One of the main problems is getting enough people to reply to your questions or having your own staff have the time to complete a questionnaire. We have successfully designed a number of programmes ranging from customer satisfaction surveys to service design for clients where sending customer’s messages and asking them to complete a short questionnaire has produced response rates in excess of 35%. Response rates like this ensure you have valid information to make clear and accurate decisions.
In our work with Hills we were asked to help them audit the success of their Major Account rebate scheme. Their larger customers get a price rebate in return for meeting a set of criteria apart from sales volumes but Hills had no way of tracking whether practices were conforming or not. We designed a short audit report that the Account Managers could complete after a visit enabling them to send data through to us. We analysed the feedback and provided Hills with a quarterly report that they could use to substantiate arguments when they were renegotiating contracts with the practices.
“The SMSComms guys were great at designing the audit process so that it really worked for us – it made a difficult problem go away”
National Key Account Manager