Leisure
| ODEON cinemas: wide-ranging 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.Latest projects include detailed direction, positioning and comms for ODEON’s new loyalty card, 3D preceptions and evaluation of new venues. ‘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’ |
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| Gala Coral Group: tracking service delivery Our tracking service for this leading UK leisure operator ran continuously over a six year period. We used our own team of expert freelance auditors to spot the subtleties of customer service and changing trends. The survey tracked the main satisfaction drivers of speed, attitude and knowledge for the client and key competitors. Our comprehensive monthly e-reports were 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’ |
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| Ancestry: new markets & revenue streams In the fast expanding market for researching one’s family history, Ancestry is established as the leading global player. The company now has about 1 million subscribers worldwide accessing family tree building software, a wealth of database records and the ability to swap information with other enthusiasts. ASR has helped the company grow by understanding customer service, the potential for new products and how to optimise entry into new markets. ‘Ancestry.co.uk has been working with Andrew for the last two years; he has become our preferred researcher. ASR has assisted us with various projects including business expansion research; all work undertaken has been highly valued and extremely useful. We are always impressed by how quickly Andrew gets to grips with our project aims and anticipates any subsequent questions we may have in his analysis’ |
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| Northcliffe/Associated Newspapers: regular support We have undertaken a very wide range of projects for this regional publisher. In mid 2010 we employed our own team of telephone researchers to gain feedback from advertisers about buying behaviour and results, and where the publisher could do better. We were able to give city-specific recommendations for improving these important business relationships. The approach may now be used in other publishing centres.In contrast, we used an incentivised postal survey to over 5,000 newsagents to assess support for local agents. Our report focused on priorities for POS support and frequency and style of contact, plus action plans at city level. We also researched the power of local print media for this client, focusing on their coverage and local community support during 2007 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’ |
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| Racing UK: bringing customers to life This broadcaster provides coverage from half the racecourses in the UK to residential subscribers, pubs, clubs and betting shops.ASR has surveyed the customer base and potential subscriber market to track a wide range of behaviour and attitudes, plus conducted a ‘mystery subscriber’ audit to understand the efficiency of the sign-up process. |
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| London Clubs International: new 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’ |
 
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