Our client was working for a global transportation and logistics company, who wished to understand how people in the Netherlands use online shipping services to send and receive packages. We were asked to arrange a small number of 60-minute online in-depth interviews with a mix of consumers and business profiles, to capture differences in the shipping experience of large volume business customers and small volume personal customers. All participants needed to use the end client’s service both to ship and receive packages on a regular basis, and they needed to have experience of using the end client’s website to create new shipments and track items in transit. The interviews were to be conducted in English so we were also asked to verify that all participants could speak English to a good standard and check that they willing to provide in-depth, qualitative feedback over the course of a 60-minute interview.
FieldworkHub went beyond the original scope of recruitment set out by our client, ensuring we included a mix of gender, household status (for the consumers), and a mix of business types and job roles (for the business customers) within the sample of four consumers and four business shippers. This helped the client to capture a range of different opinions from the relatively small number of interviews which they had specified. The online interviews were conducted by the client using Zoom. We successfully delivered interviews with every profile the client asked for, and the end client received valuable feedback on how different customer groups in the Netherlands use their services.
Thanks for all of FieldworkHub’s help and responsiveness on this project, making it a smooth process.
