New joiner analysis

First impressions count – a poor joining experience can lead to disgruntlement or even non-conversion. Populus works with organisations to help smooth this process and remove pain points.

New Joiner research is undertaken shortly after a customer has been acquired. The overall purpose of the research is to establish the effectiveness of the acquisition process from the point of first contact until the customer considers their product or service to be working.

The nature of the client-customer relationship will have a direct bearing on the measurement of effectiveness. However, common areas of investigation include:

• interaction with sales staff
• satisfaction with delivery
• ease of set-up
• clarity of written communication
• interaction with support staff
• satisfaction with process overall
• advocacy levels 

New Joiner research can take many forms being either quantitative, qualitative or combination of both in nature. At Populus we are clear that the important thing is to tailor our approach to the specific objectives of our clients. If for example a client thought they had a problem related to a difficulty in set-up then we might recommend an observational approach. However, if a client thought they had a problem linked to call centre performance then a more quantitative approach may be better.