Case Studies
Calor Gas
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Private |
| Methodology: |
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Quant CATI |
 In 2000, Calor Gas initiated an annual Customer Satisfaction study amongst domestic and commercial LPG customers, (bulk users and cylinder users) the aim being to assess Calor Gas’s current performance in service and to provide a benchmark for future tracking.
In the 2006 survey, Protel carried out 850 CATI interviews of 20-25 minutes in length, over a 3 week period. Interviews took place with Calor Gas customers as well as non-customers, within business and consumer environments.
Protel scripted two separate CATI questionnaires (one for bulk users and one for cylinder users) using Askia software to allow for more effective sample quota management. Sample listings were supplied by the client from their customer database but for the non-customer sample the list was very limited and of poor quality. In spite of this, Protel still managed to achieve a strike rate of 1:3.
All fieldwork was completed on time and within budget and all quotas were met.
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