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Driving Customer Satisfaction, Charities Aid Foundation
The Charities Aid Foundation (CAF) commissioned Lake Market Research to design, develop and run an annual satisfaction programme amongst their consumer and business clients.
Against a challenging business sample, we recommended a mixed-mode data collection approach, incorporating telephone and online. Response rates achieved exceeded expectations allowing us to deliver 1,600 responses for extensive sub-group analysis.
The Lake team worked with the CAF to develop a suite of reporting outputs including scorecards, detailed reports and executive-level reports. Survey findings and a set of focused and actionable recommendations were shared across the organisation.
"Over the years, Lake have consistently managed projects effectively, been willing to adapt where project needs shifted, have challenged our pre-conceived ideas, communicated regularly and provided insightful reports. Having a consistent Project Manager across our projects, who we trust highly, really adds value to the overall service."
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