For the last 10 years, Progressive has been Business Gateway’s preferred research supplier, conducting their ongoing customer satisfaction tracking survey as well as a range of other projects. Over time the tracking survey questionnaire has changed in response to different needs from Business Gateway, but it has consistently gathered feedback from customers on a selection of KPIs for the organisation.
An online survey has been sent on a weekly basis to those who have recently contacted Business Gateway – and we generally achieve a response rate of around 10-12%. Respondents range from pre-starts to established businesses and are asked a series of questions about their recent experience with Business Gateway. They are invited to answer questions about their local office, as well as provide comments about their experience with Business Gateway. We’ve also conducted a range of other projects, including campaign evaluations to help refine marketing communications, and qualitative research to help inform website developments and creative testing of campaigns.
For the long-running tracker survey, we’ve been providing a range of outputs on a monthly and quarterly basis since the project began. Monthly dashboards provide a summary of key KPI data, while quarterly reports provide a more robust picture of results for each full quarter – these reports also feature comparisons with previous results to show trends in the data over time, as well as results split by local authority. Over the years, our research has provided Business Gateway with consistent tracking data that is used to ensure improvements can be made where necessary and the service offered to customers is the best it can be.
“Business Gateway has worked closely with Progressive Partnership over the past ten years to deliver a quality assurance survey that helps us ensure our customers continue to receive a high level of service, and to identify improvements where needed. We worked with the team at Progressive to understand our needs and the objectives we seek from the survey, on agreeing the question design, and continue to have regular meetings to monitor progress. The team at Progressive have been very helpful in helping us identify the right survey options and with implementing efficiencies in the survey design without losing quality or reducing the response rate we receive.”
Jamie Fowler (Customer Service & Partnerships Manager, Business Gateway National Unit)
Q Court, 3 Quality Street
Edinburgh, EH4 5BP
Abbey House, 2-10 Bothwell Street
Glasgow, G2 6NT
