Case Study

The Organisation

Informa provides high quality specialised business information through academic publishing, events, training, marketing intelligence and expertise to individuals, businesses and organisations across the world.

Operating in the Knowledge and Information Economy, they are listed on the London Stock Exchange and a member of the FTSE 100.

The Challenge

The customer service department wanted a cost-effective and easily-implemented way to monitor the service it offered its customers. They had already dismissed a letter survey campaign on the grounds of cost, speed and difficulty of data analysis.

They were keen to implement the survey quickly and required automatic analysis of the feedback received.

The Solution

Informa chose the Opinion8 system as it was apparent that it was going to be easy to devise the questionnaire and deliver it to customers.

Informa devised a questionnaire that was to be sent via email to existing clients. The questionnaire was converted to a web-based survey which was emailed to customers by the Opinion8 system.

Immediately the customer service team started getting useful feedback. The online reporting and analysis tools provided immediate insights into the satisfaction of clients with the service they had received.

"I am really excited about using the system. It was easy to get the survey up and running. All the emailing was also taken care of by the Opinion8 system. I got to grips with it really quickly. It's great to have all those reports to hand without worrying about downloading all the data and messing around with spreadsheets."

Vanessa Larkin

Customer Services Manager

The Benefits

  • The questionnaire was easily devised and the project was launched within days of Opinion8 being approached to help.
  • The survey was devised in such a way to collate usable and meaningful data about the key components of customer service.
  • The automated delivery of the survey freed up resources within Informa.
  • The online reporting and analysis tools gave immediate insights for the customer service managers.

Square Systems & Opinion8

Square Systems is the creator of Opinion8, used by organisations to measure customer and employee satisfaction. Opinion8 is a cloud-based automated survey tool developed and supported by Square Systems. Opinion8 surveys can be completed via telephone, SMS (text), email, smartphone and online. Square Systems works with many UK and multinational companies to provide both customer and employee surveys.

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