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Home arrow Market Research Findings arrow Online Consumerism arrow eDigital Research Helps Royal Mail Identify New Business Customers
eDigital Research Helps Royal Mail Identify New Business Customers PDF Print E-mail
Written by eDigital Research   
25 Oct 2010
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 eRetail Benchmark studies conducted by eDigitalResearch. Recognising this, Royal Mail, one of the UK’s leading delivery businesses, set up – 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, identifies 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 more cost-effective 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’s 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.”

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13 October 2010

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