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.

The findings of this initial research project were presented in May 2009.

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 2009 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 in 2010, so that results could be monitored over time.

The Results

Results in 2010 were similar to the previous year, reinforcing the recommedations made in 2009.

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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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