NGI Solutions was appointed by energy company SSE to undertake a review of its e-mail communications to customers.

The digital team were keen to build a business case that proved that e-comms required a different approach to print communications and needed insight to support this work. 

The project allowed us to use a broad range of our research offering to develop clear recommendations. Focus groups were undertaken in Perth, London and Newcastle with a mix of SSE and non-SSE customers to test perceptions and response to a range of SSE emails. 

This data was transcribed, analysed and reported back to SSE and also fed into an online survey that went to 600 contacts again split by SSE and non SSE customers and a broad socio-demographic profile. 

We presented the final results to SSE and provided them with a comprehensive report including heat mapping and annotated emails to provide clear strategic insight into their requirements moving forward 

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