The challenge
An energy supplier's research agency ran a quarterly satisfaction tracker, but each wave arrived with a slightly different customer mix and hundreds of open-ended complaints about bills, meters and service. Results moved from wave to wave for reasons that had nothing to do with customer experience.
Our approach
We set up one documented weighting and coding process and ran it the same way every quarter.
- Agreed weighting targets by region, tariff type and customer tenure from the supplier's customer base
- Applied capped rim weights and reported weighting efficiency for every wave
- Built a code frame for complaints and praise, then coded every open-ended answer
- Delivered banner tables and a short wave-on-wave note within five working days
The results
- Wave-on-wave changes now reflect customers, not sample mix
- Complaint themes tracked consistently across quarters
- One repeatable process the agency can rely on every wave
Illustrative scenario based on typical engagements. Client details are anonymised.
