Colwell & Salmon Communications


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Case Study - Market Research

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Market Research

Consumer Satisfaction Survey on behalf of a leading telecommunication services provider.

Project Objectives:

Colwell & Salmon was required to quantify the level of satisfaction among Client’s customers. This was also utilized in an effort to satisfy the mandate of the Public Service Commission.

To conduct 300 blind telephone surveys targeting Client’s Residential Customers.
C&S to assume 2.5 completed interviews/hour.

Process Overview:

Colwell and Salmon was required to target client’s residential customers and speak with an adult in the family to determine their satisfaction levels with our client’s services. All interviewers were extensively trained on the survey instrument and research protocol prior to initiating the study. Our state-of-the-art interview monitoring capabilities ensured quality control and allowed the Client to monitor the data collection process.

As with any Market Research project, study security and confidentiality were paramount concerns. Client information and study materials were only made available to those Colwell & Salmon’s personnel directly involved with the study.

Key Results:

Colwell and Salmon completed 300 blind telephone surveys well within the scheduled timelines. The accurate data received by the Client helped them assess how their customers perceive their services and which are the areas that require immediate attention.