Clients & Case Studies
Our ongoing and recent clients are from every sector, including:
- Government ministries and agencies
- Crown corporations
- Trade and member associations
- Technology research firms
- Financial institutions
- Management consulting companies
- Advertising and marketing communications firms
- Volunteer organizations
Among our many clients, we’ve worked for:
| 2010 Legacies Now | Canadian Federal Government |
| Aboriginal Peoples TV Network | Insurance Corporation of BC |
| American Automotive Association | MTA - Texas |
| Alberta Cancer Board | Manitoba Hydro |
| Alberta Medical Association | Misericordia Hospital |
| Angus Reid Strategies | MTS Allstream |
| BC Hydro | Royal Bank |
| Best Buy | Spectra Energy |
| Black Press | St Boniface Hospital |
| Calgary Stampede | St James-Assiniboia School Division |
| Canadian Federation of Agriculture | Telus |
| CHUM Radio | Terasen Gas |
| Children's Rehabilitation Foundation | Tourism BC |
| City of Calgary | TransLink BC |
| City of Vancouver | University of Calgary |
| City of Winnipeg | VanCity Credit Union |
| Canadian Wheat Board | Vancouver Police Department |
| Ducks Unlimited | Vancouver School Board |
Some Case Studies
Calgary Stampede: Understanding Consumer Perceptions of Product
The Calgary Stampede is the Greatest Outdoor Show on Earth. They were interested in audience reaction to their long-running Evening Grandstand Show that follows the GMC Rangeland Derby chuckwagon races. They wanted to understand the relative strengths of various acts in the show with different target audiences. The research results were to be taken into account in design of subsequent shows and as input to an overall marketing strategy for the show.
NRG was asked to design a Perception Analyzer study using NRG’s dial system to provide a diagnosis of relative strengths and weaknesses of show segments and themes. This was a challenge because the show is strong throughout and has a lot of history. We did a Perception Analyzer study of the 2006, 2007 and 2008 evening shows. For the 2006 show, we recruited focus groups and showed them a video of the performance. We also did focus groups with the audience in 2007. However, for both the 2007 and 2008 shows we set up in the Stampede grandstand and recorded perceptions of 80 customers as the show was performed.
We identified numerous show highlights that earned ratings close to 100, as well as areas that were rated with scores in the 70s, 80s or 90s. We produced a report comparing show segments and outlining the responses to each segment by various demographic groups. We were also able to provide the Stampede with analysis that reinforced similarities in results for specific show elements from year to year.
The result: Our research provided Calgary Stampede show planners with a base of information that they used to design subsequent shows. Information from the research was also used to inform decisions about developing business cases and marketing strategies for upcoming shows.
ICBC: Tracking Customer Satisfaction
The Insurance Corporation of British Columbia (ICBC) provides universal auto insurance to motorists in British Columbia. It is responsible for issuing all drivers licences, as well as vehicle registration and licensing in BC.
ICBC asked NRG Research Group to assess customer satisfaction and ensure drivers’ needs were being met effectively.
NRG started by taking the time to carefully understand ICBC’s goals, customer base and expectations. This allowed our team to develop a unique survey to meet the needs of ICBC – a monthly telephone tracking survey among ICBC auto insurance customers.
NRG has now been carrying out the surveys on a monthly basis since 2003. Our trained Interviewers ask ICBC customers about their service experience and the effect it had on their impression of ICBC. All interviews are conducted within 15-60 days of a customer's transaction.
We provide a detailed summary of the survey results to ICBC each month. All our reports provide historical data among customer segments, highlight new statistically significant differences in our research, and explain the implications of our findings.
The result: Our research has allowed ICBC to continually improve its employee training program. By tracking customer satisfaction, ICBC has seen its satisfaction rate grow by 20% over the past six years.
Aboriginal Peoples Television Network: Recruiting Hard-to-Reach Participants
Aboriginal Peoples Television Network (APTN) is the first and only national Aboriginal broadcaster in the world that has programming created by, and about, Aboriginal Peoples. APTN wanted a qualitative research study to explore a children’s preschool program. They needed to better understand their target markets and gauge the value of the program's educational format and content.
NRG was asked to develop the research methodologies, including a unique recruitment approach to find qualified participants. The challenges included finding First Nations, Métis and Inuit participants with children aged two years to five years old. NRG successfully completed the recruitment by contacting Aboriginal daycare centres and head-start programs. The second great challenge was determining the best way to approach qualitative research with preschool-aged children.
NRG recruited a total of four focus groups for the study. Each family was sent a DVD and a questionnaire that was to be completed before the group took place. Professional child care workers were on staff to help with the children during the focus groups. The in-studio research consisted of a 30-minute classroom-style exercise with the children, similar to a preschool activity. An hour-long focus group was then conducted with the parents or guardians of the children.
The result: Our research was able to provide valuable feedback and insight into preschool children’s television watching habits and preferences. Not only were we able to speak directly with parents, but we were able to bring the children into the facility and create an environment where we could observe their reactions to the programming presented.