Customer insight

Whilst the core RedQuadrant approach deliberately focuses on enabling ‘big picture’ organisational transformation, we also firmly believe in the value of offering a basket of practical ‘modular’ customer insight methodologies from which clients can select the most appropriate and topical solutions, large or small, to suit the particular stage they have reached in their transformation journey. Each has a role to play in our customer insight framework - the ‘5 Ws and 1 H’:

  • Who? – who your customers are
  • Where? – where your customer live and where they contact you
  • Why? – the reasons your customers contact you
  • When? – moments your customers need/demand your services
  • What? – which services your customers need and how they can be clustered together
  • How ? – which channels your customers use to contact you

Our current offer spans over 15 techniques, from call listening and co-design to customer segmentation and groups and journey mapping; and every module is designed to be complementary so that they can be built upon as required.

Gerald Power  07941320776
gerald.power@redquadrant.com

 

Gerald Power worked with the Ministry of Defence and later specialised in change and benefits realisation with a particular emphasis on the role of technology, skills and behaviour change in effective delivery of outcomes. During his career he has worked across all of the major Central Government departments including DWP, DH, HMRC, DfT, Directgov and CLG. In addition Gerald has worked extensively with Local Government, the third sector and industry in situations ranging from simple procurement to complex collaborative alliances. His most prominent role within Government before leaving to become a consultant was with the Cabinet Office where he provided advice to Ministers and Departments on the economic case for digital services and on delivering cashable savings. This was a logical precursor to his current work which focusses on holistic change that exploits customer insight, digital technology and service design to deliver benefits to service users and efficiencies for service providers.

We also offer support to local authorities seeking to establish a customer insight function in their organisations. For example we have recently advised Plymouth City Council, London Borough of Merton and Maidstone Borough Council, on options for where the function should sit; what its role should be; and what level of authority it should have.

In addition we devised for Plymouth a ‘customer insight starter kit’ comprising a basic collection of activities designed to engage service area leads and kick start their council-wide customer programme.

In 2013 we cemented our position as national thought-leaders on the role of customer insight in the public sector when we were commissioned by the Local Government Association (LGA) to carry out an evaluation of its major Customer-Led Transformation Programme. We assessed the programme’s  impact in terms of contributing to enabling the use of customer insight and social media tools and techniques in English councils by carrying out an extensive review of over 50 case studies. As a result, councils now have access to the most comprehensive analysis to date of both the overarching impact of the programme and its lessons for the ongoing use of customer insight by councils today to improve both service quality and efficiency.

For more information, see the LGA website.