• Phil Todd

Telco research - small business service package

A client asked about research to develop some new ideas for business telecoms services last year.

They wanted some ideas for services suited to small businesses in their specific market, so tuned to their geography, culture and business sectors. We proposed a two-stage project. The first stage earlier this year was a significant program of telephone depth interviews segmented by business size and sector, using a semi-structured interview guide. That allows us to dig into issues that come up while ensuring we cover the topics and questions we need to.

Qualitative and quantitative analysis highlighted 4 specific service areas that could form the basis of a new small business package, supported with lots of verbatim insight.

The next stage later this year will be an in depth ‘trade-off’ type of project to nail down the service component specifics! A good and actionable outcome!


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