Accounting Professional Body wanting to understand their members and target audience in order to develop their customer charter.
Our client is a professional body working with accountants across the UK and Europe to offer them continual professional development, accountancy qualifications and support for those in business and with their own practices.
The client wanted to research their target audience and develop a customer charter that would outline what the organisation offers to its members and to students.
What we did
We conducted a series of focus groups with the organisation’s staff and with the organisation’s students and members, working in business and in practice. Managing the workshops, we maximised the time opportunity with the individuals engaged to capture a rounded insight into their perspectives of the organisation.
We collated and assimilated all the information gathered and presented a report to the client informing them of the findings and feedback from Members and Staff.
Using our expertise, Flourish the advised the client’s leadership of what should be included in their customer charter and how they could improve the services they offer to their members.
Our engagement was vital to our client’s ability to understand their members and students enabling them to complete a customer charter outlining services and support they offer to existing and potential members and students.