Powerfeedback is a Global Leader in the Gathering,
Assessment, Analysis & Delivery of Valuable Business
Intelligence & Marketing Insight.
Are staff cuts always the way to solve revenue losses? As you read this case study, you will see that market research can save jobs and improve sales.
| When a large financial institution, with operations throughout the United States, started seeing a rapid decline in profits, they were preparing to make sweeping staff cuts to offset the business downturn. Fortunately, a very wise CEO consulted with Powerfeedback first! After conferring with a variety of departments within this organization, it was clear to the Powerfeedback team that, prior to any workers being terminated, extensive market research was needed. Powerfeedback conducted employee in-depth-interviews, customer (consumer and business) focus groups, ad testing, and mystery shopping of underperforming offices. We, swiftly, learned that a lack of communication was the heart of the problem. Employees were not in sync with each other and mixed messages were being sent to the customer. The telephone system was broadcasting outdated information and many of the links on their website were broken. The competitor saw these weaknesses as opportunity. As a direct result of working with our client, customer satisfaction has improved by 33.7%, employee training and product knowledge feedback scores have jumped up by 49.1% and profits rose 11.9% in just 19 weeks! |
With health care under scrutiny, listening to patients, employees, and other stakeholders allows providers to be better informed and to make better decisions. The case study below highlights how our work turned what appeared to be a hopeless situation into a very positive outcome.
| In another example, imagine that you operate one of the most well-known and respected health systems in the United States. One in which, the media regularly refers to you for information. On the surface and to the public, it seems like everything is great. Unfortunately, due to unforeseen and quickly developing changes, you are unable to fully grasp exactly what is suddenly happening. Declining revenue makes matters worse. After consulting with Powerfeedback, it is decided that studies are needed to determine employee attitude, to garner former patient feedback, and to interview referring physicians. Within a short amount of time, we learn that employee morale is seriously compromised due to recent layoffs. Patients feel that customer service and personalized attention is non-existent. Billings and insurances are being processed incorrectly. And the doctors feel that they are being improperly compensated while their input has no weight. Based on specific recommendations from Powerfeedback to our client, patient satisfaction is up 66.2% in less than six months, employee feedback shows a 16.2% improvement in overall satisfaction in 16 weeks, and 46.8% of physicians indicate that they are pleased with the new direction of their health care system. Profit levels have shown a positive trend upward, and the client understands and embraces Powerfeedback's commitment to "delivering intelligence more intelligently". |
