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.

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.