Case Study: Bruntwood achieves a 73% survey response rate and deeper customer insight with The Telemarketing Company

Bruntwood - Customer Case Study

Bruntwood, a family-owned property company managing office, retail, serviced office and virtual office space across the north of England and Birmingham, wanted to improve its understanding of customer experience and loyalty. The company had previously relied on email-only NPS surveys, but low response rates limited the insight it could gather across its customer base, so it turned to The Telemarketing Company for a phone-based research approach.

The Telemarketing Company designed and ran a phone survey that combined the original NPS question with follow-up questions about why customers gave their score, plus feedback on four key service areas and an open comment question. The campaign reached 759 of 1,037 customers, delivering a 73% response rate and generating deeper insight into customer satisfaction, including daily escalation of detractor feedback and updates to invalid or inaccurate contact data. Bruntwood also reported an increased NPS and said it would use The Telemarketing Company again the following year.

Bruntwood