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Projects
Anyone can talk about their expertise; examples of actual performance make the claims real. While our clients range from small business to FORTUNE 500 firms, all have one common need: insight and actionable solutions to meet marketing and business objectives. Click on the industry links below to view project summaries.
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Professional / Medical
A leading manufacturer of laser eye surgical equipment needed to evaluate customer satisfaction regarding the purchase, utilization, and service of equipment among users. SMS conducted personal interviews with new and existing customers (physicians, technicians, and administrators) to gauge importance and satisfaction levels regarding sales support, service/installation support, equipment performance, and application support. Our client used the research findings to develop customer-focused improvement initiatives that would have the greatest impact on overall customer satisfaction. A nationwide real estate corporation lost significant market share and position in the commercial real estate market and lacked basic competitive knowledge relative to industry growth trends, new service offerings, geographical differentiation, market segmentation, and buyer/seller needs and expectations. SMS developed a multi-phase research strategy including national online surveys and personal interviews among commercial real estate brokers and commercial property buyer/sellers. Our results allowed the client to understand what factors have enabled competitor market share and position gains, buyer/seller needs, perceptions of the client and competitor commercial real estate services, and what level of support/investment will be required to regain market share by increased market coverage and promotional campaigns. A large community hospital system faced an important decision of whether or not to invest in a new women's healthcare facility. SMS developed and performed a comprehensive market assessment to aid our client in its decision-making process. The primary objective was to gain an understanding of women's attitudes and opinions regarding current healthcare services, and to determine the need for and potential success of the proposed dedicated women's healthcare facility. The study included both quantitative (large local mail survey) and qualitative research (personal interviews and focus groups) phases with input from both the public and healthcare professionals. The findings of the study enabled the client to move forward in facility planning based on input from potential patients and the local medical community. A regional bank needed a market assessment after several major changes in the local market area. To address this need, SMS designed and administered a mail survey among a sample of local residents to help the bank understand the general banking routines and preferences of the local population. The client was able to utilize the information to improve services at established branch locations, as well as to identify potential locations for future growth. |
