Member Article

Energy win boosts research company expansion plans

A Newcastle-based market research company has continued its push outside its North East heartland. Explain Research has won a six month research contract for energy firm ScottishPower.

The company was commissioned to use its in-house call centre capabilities to monitor customer satisfaction levels among clients in Scotland and Merseyside. The project aim was to provide ScottishPower with data to allow managers to review whether internal procedural changes were necessary to improve the customer experience in the event of a power failure.

David Shiel, Explain chief executive, said: “We are delighted to have been awarded this prestigious contract, which demonstrates that geographic location is no bar when it comes to winning work from outside our home region, and from companies that rely heavily on accurate customer data.

“Our expertise in the utilities market was one of the key factors in winning this contract, and we intend to focus our efforts further in this fast-growing sector of the market where customers have so much choice and where satisfaction levels are key to retaining business.”

Explain Research employs 16 people at its offices in Leazes Road, Newcastle, and is on target to increase turnover by 50 percent this year.

This was posted in Bdaily's Members' News section by Ruth Mitchell .