Etudes de cas

This large industrial group with more than 50 facilities around the world regularly assesses levels of satisfaction, commitment and sense of belonging among all its employees on all continents.
Efficience3 set up an internal barometer conducted in nine different languages ​​through self-administered surveys.
120,000 questionnaires were completed : 90,000 on-line on our websites (each employee receiving a customised link) and 30,000 on paper (before optical input on our premises).
All the data were processed and compiled, enabling the creation of more than 10,000 different reports for each of the company's managers. The reports were also made available to them through individual links.

Efficience3 designed a programme of annual barometers on behalf of a major player in the French temporary employment market. It wanted a pilot for its management and its commercial activities based on regular and accurate reporting on the company's relationship with its two main target audiences:

• customers,
• temporary agency workers.

Two barometers were therefore designed and piloted by Efficience3 before being implemented on a wider scale.

The ‘Temps’ barometer, based on on-line and telephone surveys, measures temps’ satisfaction and the sustainability of their relationship with the temping agency.
More typically the 'Customers' barometer evaluates customer satisfaction on key items and allows ways forward to be detected.
Each year results are produced at different National / Regional Management / Agency levels and allow for reliable and customised guidance of the management of each unit making up the networks.

This was a research programme carried out over a period of two and a half years on behalf of a major European player in the European scooter market.

Our client was interested in positioning itself in the 'New Retro' segment, a fast growing segment, by basing itself on the adaptation of an old model from the ’50s.

It consisted firstly of validating this hypothesis, assessing the attractiveness of two concepts in comparison to competing models already in existence, and precisely defining the elements of design and product kit to be retained.
EFFICIENCE 3 therefore set up Scooter Clinics in three European countries (Germany, France and Italy), during which the prototypes, competitors’ scooters and items of kit were put forward to highly targeted consumer groups.
In conclusion, one concept was retained and a prototype was then defined by our client’s design teams.

In a second phase, research was carried out to determine the attractiveness and appropriateness of five names to the concept. A quantitative survey of 600 scooter owners was conducted in France and Italy ; this has led to keeping the best name for the new scooter.

This project was conducted on behalf of a major European truck manufacturer.
It consisted of measuring customer satisfaction both at a sales level and with the service provided by the manufacturer’s dealers and repairers.
This monthly barometer has been conducted by Efficience 3 for several years in France. Between 2,500 and 3,000 interviews are held annually for the service part, and between 300 and 500 for the sales part.
Throughout the survey periods e-mails are sent after each interview to the relevant staff so that they can become aware of the results in real time, regardless of whether customer feedback is positive or negative. Respondents' contact details are included when they have not chosen to be anonymous and they can be called back quickly in case of dissatisfaction.
Every month hundreds of different Excel and PDF reports are distributed to all relevant persons, from managers of service centres or sales outlets to top management via regional managers. These same reports have also been made available on an interactive web platform with personalised access.

A major manufacturer of heavy vehicles has the strategic goal of increasing its influence on the French market by increasing customer loyalty. As this is based on customer satisfaction, it is necessary to measure it continuously.

Two permanent barometers are designed and implemented:

- Sale of new vehicles

- Workshop services

In addition, surveys are conducted punctually for the sale of used vehicles.

In total each year, more than 1,000 interviews are conducted on HDV sales and more than 4,000 interviews about workshop services. Note that all these interviews are carried out by telephone by the concerned interlocutor, directly at the location of each of the customers.

A specific device for making the results available is implemented: each point of sale and each workshop has permanent access to the site to be able to follow the evolution of the results. A system of 'Hot Alert' is also designed to address any significant dissatisfactions of a customer to the managers concerned within 24 hours.

General monthly and regional reports are produced to allow continuous monitoring of customer satisfaction and the triggering of corrective actions if necessary.

The heavy-duty vehicle manufacturer has since acted on several levels in light of the results, both regional and national, and progresses regularly in terms of customer satisfaction.

This project was conducted on behalf of a major NGO, Transparency International, whose headquarters are in Berlin.
This barometer measures the perception of corruption by citizens of different countries, whether this is corruption in their daily lives, amongst the political elite and the government, or in public services…
This research was carried out by Efficience 3 in 18 countries - from Greenland to Australia ! ... and from Cambodia to the United States. It consisted of questioning 1,000 people in each country (500 for Greenland !), randomly by telephone or face to face using the Kish method.
This major study is mainly supported by the European Union through the ANTICORRP programme. The study report has led to several publications in the countries studied.

A study conducted on behalf of a major player in the manufacture and distribution of dog and cat food.

Our client was interested in new forms of dog food. Before investing in a new animal feed sector, the brand wanted to check the degree of acceptance by the French population.
EFFICIENCE 3 carried out semi-structured in-depth in-home interviews of 30 dog owners, using a semi-structured questionnaire and stimuli packs and visuals, to understand the fears and obstacles that could limit its development, but also to identify the benefits perceived by consumers.

Price is a key factor of the UV (Utility Vehicles) market.  Yet it is quite difficult to know the actual price charged considering that high discounts are often applied to the catalogue price.

Our client is a UV manufacturer and they wanted to know the actual prices charged on the French market.

Efficience 3 therefore conducted a survey using mystery visits in order to check prices charged at the client's dealership network in comparison with three competitors’ networks.

The main objective was to compare the offers collected in the same format (i.e. net prices - with no financing, no trade-in and after negotiation).

A total of 120 offers were collected (30 per brand) by our mystery shoppers. All shoppers being real professionals in their industry (small companies, craftsmen, etc.).

Final results enabled our client to fine-tune their overall and regional price policies impacting thus competitiveness or gross margin.

Air pollution is a growing concern for local authorities.

Among the major causes of this pollution, domestic wood heating - and coal heating in some areas - is an important source of micro particle emission.

ADEME supports authorities in financing the modernization of their wood-heating appliance units. However a prefiguration study is required.

On several occasions EFFICIENCE3 conducted this study for city authorities of the Hauts de France region.  Depending on their specific needs EFFICIENCE3 undertook:

• an extensive bibliographic research with a regional and local focus on the issue of air pollution and its health impact.
• the identification and localization of all stakeholders involved in the area’s heating (production / manufacture, distribution and installation of appliances and fuels)
• a quantitative survey among a sample of 800 to 1,500 inhabitants. The survey aims to gain insights on these households: current equipment, operation mode with regards to heating, intention to renew their equipment and grant expectations.
• various scenarios’ costing of pollutant emission savings by a team of thermal engineers.

These research phases were followed by the preparation of a budgeted action plan including assistance, communication, promotion and support actions conducted by the local authorities. Thanks to this plan some of the local authorities have already benefited from ADEME grants to improve the air quality of their area.

An important player in social housing in the regions of the Champagne Ardenne and Paris wants to measure annually the satisfaction of all its tenants. 2,900 tenants are interviewed using a 17-minute questionnaire covering the entire relationship between the tenant and the organization. The questionnaire relates to the allocation of housing (if recently moved in), the housing itself (its condition on moving in, the methods of payment of rent, the functioning and monitoring of amenities), common areas (cleanliness and maintenance, the condition and technical maintenance of the public facilities), the relations with the organization (reception and communication, the treatment of technical complaints and concerning neighbors), the sharing of information, but also on the living environment (presence of services around the housing, maintenance of outdoor spaces, sense of security). All the data is analyzed and compared, agency by agency, from one year to the next (over a 5-year period), also reconciled with known market data thanks to the rich experience of our analysts. 

Also noteworthy is the "Hot Alert" system that allows the urgent tracing of all serious situations that can cause significant damage to people (neighborhood, isolation). A very comprehensive report is made and a presentation by our consultants is proposed to all concerned (about 80 people).

The housing organization, enlightened by the results of the barometer can thus refine the direction of the policies of the group, better manage the priorities and involve the teams of collaborators. “Hot Alerts” allows anticipation of conflicts and social problems.

This project was conducted on behalf of a leading manufacturer of kitchens and bathrooms.
It consisted of measuring the satisfaction of purchasers of their three brands after the product was installed.
This monthly barometer has been conducted by Efficience 3 for several years mainly in France, but also in the UK and Belgium. Each year, about 16,000 customers are interviewed by telephone and 8,000 on-line.
Before the beginning of each month the group sends us the relevant customer files and on the 10th of the following month we return the results. The analyses can be performed at group, brand or outlet level.
The research is used to measure customer satisfaction regarding the quality of the manufactured products and the business relationship, from design to installation.
It is also used by brands as part of outlet management (franchises or branches).
This tool has become indispensable in the life of the group.

In order to meet the requirements of Quali Bail, to measure tenant satisfaction, to observe its evolution and thus evaluate the impact of the measures taken, we set up 5 studies, each corresponding to a stage or an event in the relationship of the tenant with this social housing lessor:

- Incoming tenant survey

- Outgoing tenant survey

- Technical intervention request survey

- Cleanliness survey

- Major works survey

We added to this approach numerous mystery surveys of the agencies to evaluate telephone reception and to understand how to improve responses.

The grounds of these surveys are carried out each month using simple, short and precise questionnaires, allowing a good rate of transformation and therefore an excellent representation of the answers collected.

Several levels of output were put in place allowing a regular flow of information on the quality of services provided by the lessor

- Monthly sorting plans, elaborated with presentation of significant differences between the different populations observed

- Quarterly reports presenting results and key developments

- Comprehensive annual report with recommendations for action

The social lessor follows closely the opportunity of its choices, the quality of the services of its agents and its vendors.

A manufacturer of culinary aids wanted to refine the concepts and instructions to be given to its R&D department about its product proposition.
EFFICIENCE 3 organized eight in-depth interviews and product placement with catering professionals. In this way the concepts were submitted to buyers/users and the culinary aids were tested on site.
This project has confirmed the proposition’s positioning and has identified areas of improvement for B2B communication.

The client was a ski area covering several ski resorts who, through this project, wanted a better understanding of its reputation and to assess its communications, in particular a TV advert (recall, relevance and attractiveness).
Two on-line surveys were set up. The first targeted a representative sample of the French population of 1000 individuals over 18 years old and was used to determine the area's reputation and image. It was conducted just before the test broadcast period.
After the test had been broadcast a second survey was launched to another representative sample of the French population of 1000 individuals over 18 years old, plus a sample of 3000 French skiers and a sample of customers and prospects from the ski area (people who had stayed at one of the resorts or who knew about them).
The ski area was thus able to objectively measure the true impact of its campaign and, also, to evaluate the advert and other communications elements with the three populations (the French, skiers in general and people who like the area's resorts) in terms of image, recall and motivation to go skiing and visit the ski area.

This project was carried out repeatedly on behalf of L'Observatoire du Diabète, but also for different end customers (laboratories) – joint research.
The research unfolded in two phases:
A first telephone RDD screening phase, the objective of which was to identify households with one or more diabetic person to work out the prevalence of diabetes (to reach 500 diabetics at this CATI stage).
Then a second face-to-face phase at home where some of the patients identified by phone, plus other diabetic patients recruited by our teams (600), responded to a questionnaire lasting from 30 to 60 minutes depending on the type of treatment of the diabetes... with a minimum quota of 200 insulin-dependent people in the final sample...
We at Efficience3, and our field investigation teams, are proud to have been part of this large-scale study which has seen improvements over the years in the comfort and daily life of diabetic patients.