British Gas Proposition and Research teams wanted to engage regularly with customers and gather feedback on a number of new products and services, in a very quick and cost effective way.
Join the Dots created ‘The Ideas Factory’ – an online market research community amongst customers of British Gas. This innovate approach offered many benefits to British Gas, including:
• Significant financial savings
• Fast feedback
• Robust quantitative and in-depth qualitative responses
• Ability to test a large number of propositions, refine and retest
• Ongoing dialogue between stakeholders and consumers
Seeing how effective the technique was in gathering quick and insightful feedback from customers, British Gas also decided to work with us to create a separate community to gather opinions from their own employees, specifically Customer Service Advisors and Engineers.
Using The Ideas Factory and adopting an agile approach to product development has meant British Gas has been able to work with us to consult with their customers and employees throughout – from creating the idea to bringing it to market.
For more information, including a detailed award nominated paper/presentation about this project, please contact Gavin Holt