eDigitalResearch Helps Royal Mail Identify New Business Customers

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Royal Mail’s tool which helps online businesses to improve their order fulfilment and delivery services is about to celebrate its first birthday. And it’s all been made possible by leading online research provider eDigitalResearch.

Royal Mail’s tool which helps online businesses to improve their order fulfilment and delivery services is about to celebrate its first birthday. And it’s all been made possible by leading online research provider eDigitalResearch.

Delivery is consistently a key element identified in the regular e-Retail Benchmark Studies conducted by eDigitalResearch. Recognising this, Royal Mail, one of the UK’s leading delivery businesses, set up royalmaildeliverypromisetool.com – originally as an internal tool for Royal Mail’s sales team to gather information in order to approach businesses about its delivery services. In October 2009 the site was opened up as a self-service tool for any business to review its own processes. Completion of a structured survey takes about 20 minutes and is rewarded by a free, automatically-generated report provided instantly on submission. The report provides invaluable insight into whether this vital stage of the online transaction is likely to meet customers’ expectations.

The respondent data captured by the survey together with various combinations of responses, identify potential customers with the objective of generating sales.

When planning the tool, Royal Mail conducted a tender process to find the best supplier to provide the survey and reporting engine according to its needs. eDigitalResearch was chosen as its solution was faster and cheaper than competitive bids as well as being closely aligned to Royal Mail’s requirements. The company also had an excellent track record supplying Royal Mail with other research solutions.

Royal Mail New Product Development Manager Andrew Hurdle was responsible for developing the site in its current form. “We’ve had very positive feedback so far,” he reports. “We conducted a six month review in July as we do with all of this type of activity, including an email survey of the user base to test brand uplift. Of everyone who responded, 84% would make changes to their fulfilment process based on our report, 70% found it had a significant effect in adding value, and 100% of companies who had made changes recommended by the report said they’d had a positive effect.” Andrew continued “eDigitalResearch not only offered a solution which was faster and cheaper, we’ve also found their service to be more personal.”

For further information, contact Lisa Boncyzk +44 (0)1489 772 920 or email lisa(dot)boncyzk(at)edigitalresearch(dot)com

About eDigitalResearch
eDigitalResearch is a leading provider of digital market research, enabling clients to make critical business decisions with the benefit of comprehensive consumer insight and informed direction. eDigitalResearch possesses a unique combination of research expertise, marketing background, web technology and knowledge of the cross-channel consumer. As well as providing invaluable research data, the modules of its fully integrated research system - ratings, surveys, panels and forums - can combine to provide holistic analytics and essential market-leading insight including comprehensive benchmarking. This gives clients the power, confidence and backup to make crucial decisions on key aspects of their business including product range, marketing, customer service, supply chain, even basic positioning. For further information visit http://www.edigitalresearch.com

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LISA BONCZYK
eDigitalResearch
+44 (0) 1489 772920
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