Technology Review

A UK Television Broadcaster

THE CHALLENGE

Having recently completed a large scale merger, it was clear the client needed to gauge its success and resolve some of the ‘teething problems’ being faced. Having completed a companywide IS refresh programme, a review of how the business (new and old) was integrated and functioning was also required. Although no hard metrics had been produced, it was apparent to the client that they faced several operational difficulties. Specifically, IS and the wider business were not completely aligned.

THE APPROACH

Qedis conducted two major surveys for the client and assisted in formulating a communications plan. The first survey was a business focused customer satisfaction survey, aimed at gauging the success of the IS refresh programme and provided the client with real information to demonstrate how the business perceive and engage with IS.

The second survey, an IS focused “climate” survey, was aimed at assessing the people climate across the client’s technology department and included topics such as the working environment, culture and training.

THE RESULTS

- Climate Survey Board Presentation produced

- Customer Satisfaction Survey Board Presentation produced

- Resulting survey analysis converted into pragmatic communications strategy

- Survey Data and Analysis handed over for future use

- The results of both surveys allowed the client to see where they could further improve the performance of Technology in delivering quality services in an effective and efficient manner

- The results from the customer satisfaction survey fed directly into a communications strategy that engaged IS and the business and embedded change