The basic essence of this work has been to assist the agency into being a more customer centric, more effective and more efficient organisation. As the Insolvency Service five year plan stipulates, the aim is to position the organisation to be “recognised and respected as leaders delivering outcomes valued by our stakeholders”.
As part of this overall plan, Quadrangle was commissioned to:
- carry out a shorter, simplified piece of quantitative research to provide a 2013/14 measure of confidence allowing top-line comparison with previous years;
- conduct a qualitative study with stakeholders with a view to understanding the main drivers of confidence among stakeholder groups and the necessary evidence required to shape a customer strategy that will enhance confidence in the future.
Findings from the qualitative research will also be used to help develop and refine some new, more targeted quantitative measures for the 2014/2015 Confidence survey