TKW Health were commissioned to work with the Diabetes Australia membership base and those registered with the National Diabetes Services Scheme (NDSS) for their annual customer service research. TKW Health completed n=5000 quantitative surveys amongst users of services that fall under the NDSS and also offered closed loop feedback for dispute resolution with the client, this proved to be an essential element to aid customer retention and boost customer satisfaction.
TKW Health has conducted over 150 diabetes related research pieces with both sufferers, carers and relevant healthcare professional so they were acutely aware of the condition and the various support services that are available, this placed them in the best position to talk through each question and probe to ensure maximum insight was collected.
The results delivered to client helped The NDSS assess the sentiment of their current membership base, how their services were performing, identified areas for improvement and was a pivotal part in assisting with the strategic design for their programs.