Case Study

AF Blakemore & Son

Understanding and improving the brand, service and proposition.

THE CHALLENGE

AF Blakemore & Son approached KAM Media to help them gain valuable customer insight. They wanted to understand what their customers thought of their brand, service and proposition; to have actionable insight to take to the management team and to initiate a research and insight culture within the business.

OUR APPROACH

KAM Media created a questionnaire and conducted a large number of interviews with AF Blakemore & Son customers. We used a mixture of quantitative and qualitative questions, and respondents were all decision makers within their varied types of business. We provided a detailed report at the end, enabling the client to fully understand their customer’s experience.

THE OUTCOME

The research presented by KAM Media was taken to Directors within the business and allowed them to make strategic decisions about which areas of their service needed improvement and also to capitalise on those areas where NPS scores showed they were doing a great job.

“Our objective when we commissioned KAM Media was to understand what our Vending customers think of A F Blakemore; with a view to understanding clearly where we can create customer value.  From the research that Katy and her team conducted we received some great insights around what our customers think, and have refined our plans accordingly”

James Russell – Managing Director, Wholesale DistributionAF Blakemore & Son