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Recent Projects for Market Research

Barclays Bank, PLC, Caribbean Operations
As part of an organizational culture change project, implemented an employee satisfaction survey for all 1800 employees of Barclay’s Caribbean Operations on 17 island nations. The project was undertaken to foster superior customer service as a competitive strategy. The role of the satisfaction survey was to identify employee concerns and issues that limited performance. We interviewed selected members of the senior management committee including the CEO, a cross-section of managers and supervisors, and conducted focus group interviews with 60 employees. All employees completed a survey questionnaire and we presented results and recommendations at a senior management retreat. Finally, we worked with client through a strategic planning process that led to the implementation of short- and long-term initiatives to address employee concerns.

Royal Westmoreland, Barbados
Royal Westmoreland is a 500-acre, gated community of privately-owned villas and includes an exclusive private golf club. As part of a customer service initiative and quality improvement effort, conducted executive interviews, focus groups, an employee survey with more than 400 employees, and customer satisfaction surveys with the villa owners and Golf Club members. Presented the findings at an executive management retreat and co-facilitated a strategic planning process. We recommended service improvements and provided customer service training.
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