Customer Relations

For various car brands, Prospectory has performed satisfaction surveys, usability studies to measure qualitative website performance and mystery shopping at the International Dutch Motorshow at the Amsterdam RAI exhibition centre. The 2011 edition of the AutoRAI was the 3rd time in a row that this survey enabled car importers to evaluate its live communication towards visitors on a daily basis, which enabled them to identify and address any issues. BMW turned out to deliver the best performance at the AutoRAI, just like they did in 2009.

Prospectory has conducted a survey amongst private label production companies (food/non-food) in order to have a better understanding of today's new product development processes. There is a trend to speed up the "time to market process" and this study is aimed at delivering evidence. The time needed to bring products to the market, is becoming a hot topic; if this period can be shortened by a month, additional revenue can be extremely interesting.
Respondents to this survey automatically contribute to charity: for every response received, Prospectory donates € 2,- to a good cause. Survey results are of interest to private label companies and their suppliers, e.g. ICT companies.

Nimag B.V. is the importer of Suzuki automobiles in the Netherlands. Since 2006 we have performed web usability surveys for them, helping Suzuki to improve its web presence. Over the years, the Suzuki brand has evolved into an trendy, green car brand - with growing sales numbers.

In order to listen to the voice of the customer, we have provided a continuous customer satisfaction survey for Business Lease, a major car lease company in the Netherlands.
Not only resulting in realtime online results, but also doing analysis and painting the big picture over a number of consecutive years. Gap analysis is one of the methods we use to reveal priorities in improvements. In addition to the web based survey, Prospectory has held in-depth interviews with customers, performed self-image surveys for employees and recently we extended our satisfaction research to one of the daughter companies of Business Lease.

GX is the largest independent vendor of web content management in the Netherlands. The web sites and consumer-facing portals that GX and GX's partners have created for their customers with the product GX WebManager number among the most well-known and frequently visited sites. The web sites of KPN, Ajax, Menzis, Nationale Nederlanden, Reed Business and Asics are typical examples.
Prospectory is helping GX to measure customer satisfaction and to assist in building an effective research practice, which is run by GX's own staff. To quote mrs. Floor Cuyten, Marketing Coordinator at GX: "we receive quality, service and optimal customer friendliness". Reason enough for GX to outsource the operational research activities to Prospectory in 2008.

Papendrecht is one of the Dutch cities where Prospectory has done field research to measure citizen's opinion on specific topics. By setting up practical survey methods, results are clear and quickly available. Cities like Hendrik-Ido-Ambacht, Dordrecht and Utrecht are other cities for which Prospectory has run surveys.

In order to understand the needs and wants of the travel agents, IcelandAir asked us to perform a satisfaction survey in the Netherlands. The online survey resulted not only in actionable data to improve marketing support, but also highlighted opportunities and challenges for the airline. The survey report was well-received by the European HQ of IcelandAir and used as a standard for other European countries.