Project: Market Research
Print Management Australia (PMA) contracted BlueFrog Marketing to run an external and internal study of their business to determine and measure brand performance metrics.
PMA had experienced a significant period of growth attributed to excellent customer service and proactively responding to customer needs. The aim of the study was to assess if the business had continued to provide this level of service during their growth and to explore current perceptions of the brand. Further it was to assess staff satisfaction and loyalty to the business.
The study comprised of 10 in-depth customer interviews with key clients across VIC, NSW & QLD. A further 30 phone interviews were held to test resulting insights quantitatively, and provide measurement of the commentary. Staff surveys were conducted online with 90 participants, capturing both qualitative and quantitative data.
Results were used to support marketing and brand planning to drive growth, both internally and externally, plus have enabled ongoing benchmarking of critical performance metrics.