>Gala Coral Group: monthly tracking of customer service delivery
Our tracking service for this leading UK leisure operator has run continuously since our consultancy started. We employ our own team of expert freelance auditors, who can spot the subtleties of customer service and changing trends. The survey tracks the main customer service metrics of speed, attitude and knowledge, across the industry. Our comprehensive monthly e-reports are used in call centre team briefings to help drive continuous service improvements.

‘Andrew set up our customer service competitor performance tracking audit in 2003, and it has run continuously for over 5 years now. This is a major testament to the use and value that our organisation derives from this survey. We particularly value Andrew's ideas to refresh the survey and add new initiatives, and the depth of insight he provides in our monthly reports'
Kim Elks - Call Centre Manager, Gala Coral Group

>ODEON cinemas: meeting the full range of ad hoc research needs
ASR has been a valued partner to ODEON over many years. We have answered a very diverse range of research briefs, including brand integration, product and service development, online and magazine based communications and service delivery.
For example, we used group discussions and an online survey to help ODEON understand core values and customer priorities as they merged with the UCI brand. This was a good example of ASR stretching research with our own video clips and staff interviews across the UK.

'Over the last 5 years Andrew has directed a wide range of projects for ODEON.  He is perceptive, energetic and good to work with, whether talking to local staff and customers or senior management.  By using quant and qual techniques well together, he has gained a really good grasp of the issues driving our business'
Luke Vetere – Marketing Director, ODEON Cinemas

>London Clubs International: guidance for a new leisure proposition
This international casino company has invested in six new UK sites in response to the deregulated gaming era. LCI used our research input to develop a multi-layered, modern leisure experience that encompasses varied dining and destination bar options and live music venues alongside modern gaming areas.
At each new venue, we used a combination of desk investigation, customer and marketplace surveys, competitor venue audits and interviews with leading leisure experts and journalists. This shaped our in depth reporting for each new venue and city.

‘At a crucial time in our history it has been extremely helpful to have Andrew work alongside us. His reports have been relied upon when important decisions concerning our new concepts have been decided. The real bonus for us is Andrew’s ability to illicit insightful comment from knowledgeable, expert contacts in locations where we are expanding’
Adam Roberts - Project Development, London Clubs International

>Northcliffe/Associated Newspapers: regular ad hoc research input
We have undertaken a wide range of projects for this major publisher. Understanding the quality of retailer relationship used a postal survey to over 5,000 newsagents, as the right choice for this audience to maximise response. Our report focused on priorities for POS support and frequency and style of contact, plus action plans at city level. We have also researched the power of local print media for this client, focusing on their coverage and local community support during the 2007 summer floods that hit Yorkshire and the West Country.

'Andrew has been involved in a wide range of projects for Northcliffe and has consistently delivered real insight and recommendations that are acted upon.  ASR provides us with the technical expertise, alongside innovative thinking that ensures full value is always received'
Chris Branford – Research Manager, Associated Newspapers