Case Study
NUS Services Ltd

Sectors: Education
Service(s): Data Processing and Analysis, Depth Interviews, Interpretation and Reporting, Project Design, Qualitative, Quantitative, Telephone Surveys
Approach(es): Customer Insight, Customer Profiling, Stakeholder Research

The Challenge

NUS Services Ltd (NUSSL) commissioned DJS Research Ltd to conduct a survey focussing on satisfaction amongst stakeholders of its Central Purchasing Service, and Central Billing Service, as well as satisfaction with the company overall.

DJS repeated the quantitative element of the previous research to give two years of tracking data.

There were three key objectives for the research:

  • To understand how satisfied member unions are with the company as a whole.
  • To understand how satisfied member unions are with the core business services – central purchasing and billing.
  • To track performance over time and compare results against the previous year’s benchmark

The Approach

We conducted an initial qualitative phase of research including carrying out a number of depth interviews.

100 telephone interviews were then conducted with NUSSL members using DJS Research's in-house CATI unit, split equally between purchasing members and non-purchasing members. This research was then repeated the following year, so that results could be monitored over time.

The Results

Similarities in the year on year results reinforcing the original recommendations made. 

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"As always DJS Research delivered a very efficient and effective service. The project was of a very high standard with excellent analysis and recommendations that were understandable, realistic and practical".

Research Manager

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