Customer feedback used to prioritize and plan for future marketing projects,
including changes to company websites, social media activity and printed collateral.

TransSynergy conducts customer focus groups to acquire feedback needed for websites (including oncor.com, askoncor.com and takealoadofftexas.com) and other social media and marketing initiatives.

Need:

• Gain an understanding of the current use of existing websites, social media, mobile solutions, and Intranet presence
• Solicit feedback and recommendations for future development
• Assist in development of customer education prioritization and materials
• Obtain feedback on specific marketing communications programs– “Ask Oncor” cards and text messaging

Deliverable: 

• Focus group planning
• Moderator guide development
• Prescreening questions
• Invitations and selection of participants – 100 participants invited per focus group
• Online survey hosted by TransSynergy
• Confirmation and follow up with participants
• Reminder notification to participants
• Selection of venues and snacks for participants
• Moderate 7 focus groups in 5 cities: Dallas, Fort Worth, Killeen, Midland, Tyler plus World Café for Customer Experience Council
• Produce detailed and summary reports of each focus group, including executive summary and verbatim comments
• Comprehensive report including recommendations from findings

Results:

• Feedback from customers used for websites and future marketing projects
• Use this initiative to prioritize future development of websites and other projects

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