Case Studies

Using your Customer Feedback to Increase Visitor Conversion and Customer Loyalty
case study for WHSmith: June 2002

The market for selling books, video/DVD and music online is increasingly competitive. Find out how WHSmith have used TARP's Site Visitor Conversion and Site Monitor products to gain a competitive edge and build customer loyalty.

What is the Financial Impact on Your Business of Your Customer Care Policy?
case study for TNT: June 2001

As Tom Bell, Managing Director of TNT Express Services, said "It is amazing what you discover when, instead of asking customers if everything's OK and waiting for them to say 'yes', you ask if there's anything you do that really irritates them!" ... TNT redeveloped part of its business strategy after analysing the findings raised by e-Satisfy's recent baseline study.

Adopting a Balanced Approach to Call Centre Performance Management
case study for Vodafone: March 2001

Vodafone has the largest share of the UK mobile telecommunication market. Regular measurement of customer satisfaction and loyalty assists its contact centres to effectively track satisfaction and use customer feedback to improve performance and drive up levels of satisfaction and loyalty.

Homebase drives instore customer service as key to loyalty and business success
case study for Homebase: March 2001

As a leading DIY and home improvement brand, Homebase measured the financial impact of delivering poor customer service to build a business case for performance enhancements.