Brief
Within the Education industry, there had been a number of recent developments that could potentially affect the client's industry and potential growth.
As a result, JRA undertook research to understand how the client could defend their current position through a more thorough understanding of colleges and training providers' needs.
We were commissioned to conduct research to thoroughly understand customers' needs in order to be able to develop strategies to meet these needs, and as part of this review, to fully understand the interaction between client and customer.
Approach
Rather than adopting the standard "1 depth per organisation" approach, it was felt necessary to conduct multiple depth interviews within each organisation.
This method allowed the moderator to explore internal communication structures as well as to understand how the client should communicate and service at all levels within the organisation.
Eight organisations were visited, with approximately six interviews being conducted at each organisation at all levels i.e. Managing director/ Principle, to teaching staff and admin officers.
Result
"JRA has provided us with excellent insight into our customers' needs. As always the project was extremely well managed".