Customer Care Survey Case Study - Quant Marketing

Customer satisfaction is one of the hardest aspects for any business to measure. So when a major utility company needed more information on how their 6,000,000 UK customers felt about their service, Quant Marketing approached ICS to run a rolling programme of customer care surveys.

Quant Marketing provided us with an initial script, which we helped develop, ensuring that the survey questions were optimised to deliver maximum results for minimum customer time.

Our predictive dialling systems – which use algorithms to predict when customers are likely to be home, and dial automatically accordingly – enabled our agents to undertake over 600 surveys a week with close to zero downtime.

The results? Quant Marketing receive high quality data every week that helps target further marketing activity. Their client monitors their customer service. And that means more and more satisfied customers every single week.

If you would like to upgrade your research capability, call one of our specialists now on or email.

Knowing your customer and understanding their experience is vital. ICS help us to understand our client’s customer service – not only what they do right but where they go wrong.
Quant Marketing