Input for Strategic Plan - Manufacturer
This project was for a major manufacturer of industrial tools. Primary objectives were to
evaluate the company's position in the pneumatic market where it is the worldwide
leader, and whether it should enter the hydraulic market. Qualitative and quantitative
research techniques were employed in the U.S., Europe, Asia, and the Middle East.
Results were used to assess competitors, distribution, image, product performance,
and barriers to entry.

Satisfaction Tracking - Financial Services Company
The assignment for this customer satisfaction tracking study was to revamp an existing
mail-based approach. Since performance guarantees to customers were involved, as well
as an internal employee incentive program, the project had to be statistically meaningful,
timely, and actionable. The new approach is telephone-based with specific quotas for
key customer segments. Calling is on a daily basis with weekly updates, monthly tables,
and quarterly reports. To ensure the project is proactive, "action sheets" for respondents
who desire a callback are delivered each week. The project is currently in its tenth year
and has resulted in significantly higher levels of employee performance, customer retention,
and new sales.

Product Development - Manufacturer
This division of a multi-billion dollar company manufacturers tools for major retail brands
worldwide. Research projects over the past 15 years have focused on new product screening
and development, and generating information for decisions on materials, features, packaging,
pricing, and production counts. Given the competitive nature of the client's business, product
innovation is critical which, in turn, has required market insight and innovative research techniques.
An indication of the division's success is having won the Sears "Partners in Progress" award
numerous times, which is awarded to the top one percent of more than 40,000 suppliers.

New Publication Evaluation - Publishing Company
This quantitative study evaluated a new women's magazine that was the most significant
launch to date by this major publisher. It involved multiple research phases among individuals
who had registered for the premier issue, as well as new subscribers, non-subscribers, and
readers of competitive publications. Objectives were to identify demographics, psychographics,
and readership characteristics to help fine-tune the magazine's, format, content, and pricing.
The magazine is currently a leader in women's lifestyle publications.

Test Market - Natural Gas Company
This project was for a major natural gas utility in New England. It involved a two-year
quantitative test market to help measure the impact of natural gas deregulation on sales and
customer satisfaction. It was the second largest deregulation test market in the U.S., involving
several thousand test and control households and businesses. Results assisted the company in
revamping its business model, and were used by the state regulatory agency to evaluate the
deregulation process.