Case Study: Brass achieves rapid, high‑response B2B customer insight for Royal Mail with Toluna PanelPortal

Brass - Customer Case Study

Brass, the marketing communications agency working with Royal Mail, was charged with creating a new, exciting and engaging way for customers to interact with the business under a tight six-week deadline and limited budget. Rather than build a bespoke platform from scratch, Brass engaged Toluna and used Toluna’s PanelPortal™ solution to deliver a proven operational online community quickly.

Toluna implemented the Royal Mail Opinion Forum via PanelPortal™, creating separate business and personal portals with targeted discussion zones and integrated survey and panel management. The community delivered rapid, high-quality insights — 300–500 completed interviews in 1–2 days, response rates of 50–70%, and a reported 2:1 ROI versus equivalent face-to-face and ad hoc methods — and helped secure an MRS award in 2010.

Brass