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SAMPLE PROJECTS

AIRPORT CUSTOMER SATISFACTION BENCHMARKING
DKMA currently runs on behalf of ACI the world’s leading airport customer satisfaction benchmarking program which is syndicated to over 110 airports worldwide. [-]

Service ratings from ASQ have proven to be a powerful decision support tool for airports needing to prioritise investment and a marketing tool helping airports to attract new airlines and new business.

PRODUCT MYSTERY SHOPPING
Design and implementation of a mystery shopping project for a large European charter airline. [-]

The aim of the project was to benchmark in-flight products of 20 competing airlines on short and long-haul routes, providing senior management with objective information on their airline’s service level. This project highlighted an over-investment in in-flight product which led to a decision to reduce the service level, yielding sizeable cost savings.

RETAIL MYSTERY SHOPPING
Mystery shopping project designed and implemented for a major tobacco company. [-]

The aim of the project was to benchmark the product display and level of service provided by their staff in Duty Free shops in 7 major European airports. DKMA set up and managed the program, providing senior management with expert analysis and custom designed tools to evaluate the visibility of key brands and the effectiveness of training provided to the staff.

BRAND RESEARCH
Ongoing brand assessment research for a large European logistics provider. [-]

This research provides the company with a clear view on its brand in relation with its 3 main competitors. DKMA designed and implemented this project analyzing areas such as service level, brand recognition and communication. The information is gathered by face-face and telephone interviews. This research is now part of the company’s management information system.

CUSTOMER SATISFACTION PROGRAMS
Satisfaction / Loyalty research program for a leading multi-national media firm covering 65 countries. [-]

The program delivers leading as well as lagging indicators of performance and includes front-line to management communication channels to ensure effective customer service.

MARKET ANALYSIS
Full market mapping of the global market for IT core software in retail finance. [-]

This project provided the basis for the marketing plans (strategic and tactical) of one of the world’s largest IT companies looking to launch a new core database system. Multi-national coverage included prioritisation by country and market entry strategies.