A leading management consultancy was developing an app to help with the onboarding of new call centre staff, from the perspective of staff themselves (helping them to become familiar with the job requirements) and their managers (helping them to manage onboarding in a role where staff turnover is typically high).
We recruited 70 call centre supervisors and workers to take part in a research programme that involved spending 15 minutes exploring a prototype version of the app, then answering an online survey about it, then taking part in a recorded 15-minute face-to-face or telephone interview with our moderator to provide qualitative feedback.
FieldworkHub is a smart, collaborative, patient research partner. They place far greater emphasis on quality and expertise in their deliverables than charging for every nickel and dime. They react well to unanticipated needs and are proven problem solvers in the complex world of quant and qual research. Their scope and capabilities are extensive and outshine other players in the category.
Overall, we couldn’t have asked for more. The recruits were exactly the profile we were hoping to get, and we got a really good mix. All respondents showed up (a rare thing these days), and all contributed meaningfully. Your team was on point with communication and support – both your project managers were extremely attentive and responsive. All in all, it’s been a great experience. Thank you so much for delivering for us.
