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| Recent Projects
for Market Research |
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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.
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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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