… and so at Allstar we like to pick their brains about how to improve our products and services through our innovative Customer Research Panel, as Frank Martinez, Head of Customer Experience, explains.
In a business as fast moving as Allstar, working in an industry undergoing so many radical changes, it’s very important to take a step back every now and again in order to sense check what you’re doing, and to ensure your ideas and products are put into practice in a way that customers want them.
So for some time now we have been running a Customer Research Panel, composed of customers who have volunteered to participate to market research projects and product tests. They are a crucial part of our business, helping to shape our offering to ensure it is as good as it possibly can be.
We currently have more than 300 customers in the panel. There is no minimum or maximum number of times a customer can participate, as it depends on the profile we need for a specific project, but in terms of regularity, it could be up to three times per year for some and once for others. There is no overarching rule.
The recruitment for the panel is made through direct invitations as we have such close relationships with our customers. This has mostly been done via our account managers who have played a pivotal part in the creation of the customer research panel.
The research panel gives our customers the opportunity to test our latest products and services and share their opinion with us, and we have different customers feeding back on different products at the same time.
For those on the panel, there’s the opportunity to feed back to us and allow us to benefit from their experience and insight too. As one of our customers, Catherine Perkins from Clemenstone says: “I welcomed the opportunity to share my experience of Allstar, including the chance to suggest any improvements. The interview itself was pleasant and straight-forward, and it was also very nice to receive an Amazon voucher from Allstar as a thank-you for giving my time!”
For each project we have a number of criteria that we must take into account and so it’s important that the right customers from the panel are used for each project to ensure we get the most effective input.
Across Allstar we have launched a lot of exciting new products this year and are planning to next year and so we have used the Customer Research Panel on many occasions. Many of our products are digital and designed to benefit electric fleets so it has been really important to get feedback on our product proposition - specifically how these will help customers with their transition to an electric fleet and also how they work from a user experience.
This is fundamental to what we do at Allstar. We provide solutions that help businesses run more effectively and to do this, our Customer Research Panel is an integral part of the process. After all, our customers are everything, and the most important element in a successful company – that’s why we listen to them, at every possible stage.
If you are interested joining our customer research panel, please submit your details here.
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