The challenge

Cunningham Lindsey is one of the largest claims management and loss adjusting businesses in the UK – with a client base that predominantly services the insurance industry.

There was an acknowledgement within Cunningham Lindsey that there was a need for objective insight into how clients perceive the company. An initial client satisfaction survey was conducted in 2004 and Cunningham Lindsey was keen to conduct another survey and monitor client satisfaction over time.

The overall objective was:

“To measure client perceptions of the service provided by Cunningham Lindsey and client expectations of a claims management and loss adjusting provider.”

The approach

The numerical, measurable and objective outputs of quantitative research are critical to building robust data-driven insights. An essential research methodology for monitoring KPIs, from sales figures to satisfaction rates, we use an extensive range of quantitative techniques to deliver robust, scalable datasets for our clients to strengthen business resilience and support future growth.

From tightly structured, closed-question online surveys with thousands of participants, to highly targeted on-street questionnaires, we have the skills and resources to deliver the scale and depth of responses you need.

We craft bespoke quantitative solutions, selecting the best channels and routes of engagement to reach your audience, and often recommend a mixed-mode approach to maximise success. For example, adding targeted postal and self-completion ‘top-ups’ onto a predominantly online survey to ensure less digitally engaged cohorts, who may have limited internet access, are included in research outputs.

Some of our most frequently used quantitative services include:

• CATI (telephone interviewing).
• CAPI (in-person interviewing).
• Face-to-face interviewing.
• Online desk research.
• Postal and self-completion.
• Hall tests.
• Bespoke online panels.

As a full-service market research agency with a dedicated Field and Data Services team, we have the scale to provide end-to-end solutions and the agility to deliver specific quantitative services to support specific business needs. For example, clients and research consultants who have their own datasets come to us for specialist support with processing, tabulation and reporting.

Whether you wish to engage a small, clearly defined group – such as 25 senior SME decision-makers in a particular field – or thousands of consumers across a single region or multiple global markets – we can deliver the insights you need.

To find out more about our quantitative research capabilities, and discuss how we could craft a tailored solution to meet the specific needs of your organisation, contact us today. 

The results

Offering a good service and working in partnership is key for this marketplace. Cunningham Lindsey does offer a good service and work in partnership with their clients and clients are satisfied with the service receive.

Analysis was undertaken to create a strategic priority matrix for Cunningham Lindsey. The matrix highlighted recommendations for improvements, which would differentiate Cunningham Lindsey further from the competition.