TNS BMRB offers a complete research service, uncovering insights to help our clients reduce costs and improve service delivery, including:
- Customer understanding: to help inform and target new or improved services, underpinned by our in depth understanding of behaviour change
- Service design: exploring, testing out and developing new ideas, including service co-creation;
- Pilot evaluation: to inform best practice prior to full roll out; and
- Service evaluation: of centrally and locally delivered services, delivering actionable recommendations for improvement.
In 2011, TNS BMRB set up The Centre for Service Improvement which combines the qualitative and quantitative resources and expertise from both TNS BMRB and our commercial colleagues. This specialist team is dedicated to providing thought leadership in service delivery research for the public sector, while drawing on best practice in the commercial sector, and around the world.
In our work, we draw on the Service Improvement Cycle, a holistic approach we first developed for the Cabinet Office Best Practice Guidance on Measuring Custom Satisfaction. This approach is regularly reviewed and refined in line with evolving service delivery needs.
TNS BMRB works with our clients around this entire cycle, helping them to achieve and maintain the stakeholder engagement that is essential to making the most of customer research.
To ensure actionable recommendations, we work closely with our clients and their stakeholders to uncover the real business need, and then draw on a full range of traditional and innovative techniques to address the underlying research questions. Our recommended research package could include tools as diverse as segmentations, customer journey mapping, insight audits, video ethnography, mystery customer research, online discussions, peer to peer research, deliberative research, and community forums, alongside more traditional qualitative and quantitative research techniques.
Our expertise in delivering customer insight has been developed over many years through customer research for numerous government departments and agencies, including:
- HM Revenue and Customs
- The Pension, Disability and Carers Service
- Jobcentre Plus
- Scottish Enterprise
- The Adjudicators Office
- DWP
- Health and Safety Executive
- The Cabinet Office in conjunction with the Customer Insight Forum – TNS BMRB produced best practice Guidance, and a Toolkit, both focused on measuring customer satisfaction.