Stagecoach | Customer Research

Objective

After a change of ownership, Stagecoach wanted to conduct an audit to enable the new management team to gain an overview of perceptions and satisfaction of existing and lapsed customer bases, establish the needs and wants of existing and potential customers and get to grips with the current market place. They wanted to engage existing clients (parents) to gauge their perceptions of the current offering in terms of customer experience, satisfaction, standards and accessibility. Being a franchise business it was also important to ascertain the levels of consistency in terms of franchise delivery.

Strategy

After a change of ownership, Stagecoach wanted to conduct an audit to enable the new management team to gain an overview of perceptions and satisfaction of existing and lapsed customer bases, establish the needs and wants of existing and potential customers and get to grips with the current market place. They wanted to engage existing clients (parents) to gauge their perceptions of the current offering in terms of customer experience, satisfaction, standards and accessibility. Being a franchise business it was also important to ascertain the levels of consistency in terms of franchise delivery.

Results

Results ascertained what the potential audience wanted from a service such as Stagecoach’s and why they hadn’t remained as or been customers already. Stagecoach were then able to use the insights from the research to inform its ongoing business strategy, shape its future offering and strengthen its appeal to the core target audience (lapsed, existing and potential).