The challenge

We were approached by a national charity who provide grants for families raising disabled or seriously ill children. They wanted to understand how satisfied their customers were with the assistance they’d received. Did they have any suggestions on how to improve their service? What were their thoughts on possible new services?

Objectives

• To establish the level of customer satisfaction for the services currently provided
• To understand whether satisfaction levels differed by type of customer
• To understand the reasons for satisfaction or dissatisfaction
• To identify which aspects of the service could be improved and how
• To establish how interested people were in possible new services

Our approach

We carried out 750 telephone interviews with current and recent customers. These lasted around 15 minutes. We designed the sample group so we could report separately on a number of sub-groups. Results were weighted to reflect the true importance of each group.

Outcomes

Overall the charity’s customer satisfaction was very high, much to their delight. However, they took on board our findings that some areas could be improved. Customers were enthusiastic about several of the possible new services.

The charity felt the results provided a very useful benchmark. We were asked to repeat the research three years’ later. Satisfaction levels remained extremely high.

The post Calculating charity customer satisfaction appeared first on PCP Market Research.

The challenge

The Royal Voluntary Service (RVS) is one of the largest volunteer organisations in the UK. Their 35,000+ volunteers help older people stay active, independent and contributing to society.

We were asked to run a survey for people over the age of 75 who had stayed in hospital within the last five years. What were their experiences after leaving hospital? Did they have enough support to meet their needs?

Objectives

We aimed to:

• Explore how many stays the person had in hospital and whether they had been quickly readmitted after their first stay.
• Consider whether people felt they’d been discharged before they felt ready to cope.
• Find out where was support needed most, from preparing meals to companionship at home.
• Gather how older people felt when they came home from hospital – did they feel anxious or depressed?
• Ascertain the need and interest for a service by the RVS for older people released from hospital. Could this prevent unnecessary hospital admissions by providing extra support and care at home?

Our approach

Phase 1: We carried out a telephone study with 400 people over the age of 75. These were people who had been admitted to hospital in the last five years and who lived in their own home. The sample came from across England, Scotland and Wales.

Phase 2: We carried out a number of follow up depth interviews with people who’d taken part in Phase 1. The RVS visited these people themselves to provide vital case studies for their subsequent report.

Outcomes

We discovered over 25% of those readmitted within three months had not felt ready to go home.

The research contributed towards the RVS launching its ‘Let’s End Going Home Alone’ campaign. It identified six essentials every older person should be entitled to experience when they leave hospital. These will improve the discharge process and more importantly, help older people get better more quickly.

The post Making a difference after a hospital stay appeared first on PCP Market Research.

The challenge

The Eve Appeal is the UK’s leading gynaecological cancer charity. Gynaecological cancer is the second biggest cancer killer of women in the UK. However it remains an under-funded and under-profiled cause.

The charity wanted to raise awareness amongst women about the importance of knowing their own bodies. They also wanted to let them know about changes which may be indicate gynaecological cancer. Another aim was to flag up how important it was for women to discuss and educate their daughters about gynaecological issues.

Objectives

The overall objective of the research was to assess women’s understanding of gynaecological issues. How well-informed did they feel? Were they comfortable discussing such issues with their daughters?

More specifically the research aimed to:

• Explore a woman’s ability to correctly identify and name body parts
• Explore whether they’d been educated as children about female body parts and genealogical issues. If so, what language had been used?
• Consider whether mothers discussed reproductive, gynaecological and sexual health with their daughters and how comfortable they felt doing this
• Identify how many gynaecological cancers women could name
• Establish whether women could identify possible signs of gynaecological cancer

Our approach

The project was conducted online with 1,000 women from sixteen upwards. The respondents were spread across England, Scotland and Wales. Three quarters of those sampled were mothers.

The survey was conducted online so sensitive questions could be answered in their own time and space. It was also the perfect environment for an on-screen anatomy quiz.

Outcomes

Our findings revealed fewer than one third of the women surveyed could correctly label six different parts of the female reproductive system. 14% could not name a single gynaecological cancer.

The research also showed that mothers across the UK are avoiding talking about important health issues with their daughters.

The Eve Appeal used the research during Gynaecological Cancer Awareness Month (GCAM). The statistics helped to highlight the low knowledge among women of their gynaecological anatomy. In addition, the Eve Appeal ran a second #KnowYourBody campaign focusing on mothers and daughters. This stressed the need for mothers to educate their daughters about reproductive and gynaecological health.

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