Expertise & Methodologies

Over half of Prodata's work is in the field of market research - creating the information base that customers need to make sound business decisions.

Another important part of our work is helping clients with benchmarking their performance against other suppliers in the same or similar industry sectors. A typical example of this is evident from the detailed case studies of best practice generated within our Maximising Wireless Profit Program.

We also undertake extensive market modelling and forecasting work for blue chip customers.

Click here for more information about our clients worldwide.

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Market Research

Prodata conducts a full range of research projects for clients. We specialise in business research, and we work on national and international projects. Projects range from conducting as few as 20 interviews through to 10,000 interviews. We have a team of interviewers covering projects in the UK, US, Europe and Asia.

The techniques and types of research we conduct include :

• Focus groups
• Depth interviews
• Telephone research
• CAPI research
• Face to face interviews
• Price sensitvity studies
• Trade-off studies
• Market measurement studies
• Benchmarking studies
• Market adoption (measuring market interest in a new product or service, and likely adoption)

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Market modelling and forecasting

• Identify areas of opportunity by measuring the addressable size of the market
• Forecast revenues and costs
• Calculate and forecast market shares
• Inform investment decisions

Product Expertise
EBusiness	Voice Services
EBusiness applications Content Hosting Content distribution E-commerce	Voice networking Inbound services Managed services UK and International
Applications	Data Services
CRM Knowledge management Supply chain management Outsourcing/ outsourced services	Frame Relay ATM MPLS Broadband Internet services Internet, Intranets UK and international
Wireless/Mobile
Wireless Churn Prevention Wireless VAS Development Wireless Cost Reduction Wireless Market Development and Segmentation Wireless Market Pricing Strategies

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Benchmarking

Prodata is regularly involved in benchmarking customer operations against industry standards, and competitors. These are a few examples of the work we have handled :

Benchmarking mobile operators

Ongoing programs involving benchmarking a range of performance parameters (see Maximising Wireless Profit Program)

KPI Operational Benchmarking

Benchmarking five core areas of KPI activity:-

• Customer Activation and Acquisition Activity
• Customer Management Activity
• Customer Development and Retention Activity
• Network Operations Activity
• Corporate Overhead Activity
• Customer Service Benchmarking (Europe)

Benchmarking project undertaken on behalf of a major European PTT, with the following objectives:-

• To determine the methodology used by 10 major telcos and mobile phone suppliers in the UK to measure Customer Service performance and customer satisfaction. To investigate on what basis the methodology was selected, and to what extent is the methodology customer driven or created “internally".
• To analyse each company and rank them according to “best practices” and “best of breed”. Criteria drawn up in partnership with sponsoring operator to rate each company and practice.

Analysis of differentiation of customer service practices according to customer segmentation.

Network Features & Enhanced Switching Services Benchmarking (US)

Benchmarking project undertaken in the USA, covering leading US carriers:-

Nynex, US West, Bell South, AT&T, Bell Atlantic, MCI, Pactel, Sprint

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