Tyne Tunnel 2 required an understanding of how the new Tyne Tunnel had impacted on customer experiences and satisfaction.

TT2 have been a regular user of NGI Solutions research services. One key piece of research was an in depth study In to how the new Tyne Tunnel impacted the public, the team also wanted to gain a detailed understanding of motivations for tunnel usage and what would encourage customers to use it more often.

To provide this insight we conducted a baseline online survey and face-to-face interviews at the tunnel. This was followed up 12 months later with an additional online survey focusing on permit holders. In total we received over 11,500 respondents.

The insight from both projects helped TT2 assess its approach to a variety of business areas. This ranges from ongoing communications and new sources of revenue generation, through to advertising recall analysis and congestion perception exploration. The two sets of data allow comparisons so TT2 can see how customer satisfaction, habits and priorities are changing over time.

“We commissioned NGI Solutions to deliver wide-ranging insight surveys, focusing on the customer experience, usage patterns and journey analysis. Given the size of the survey samples, what has really impressed us is their ability to effectively analyse such vast amounts of data and deliver our senior management team with practical business outputs and recommendations.”

Rachel Turnbull, Chief Executive Officer, TT2

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