info@walnutunlimited.com
+44 (0) 20 7747 6060

We are part of the Unlimited Group

Understanding the B2B telco customer experience in less researched markets.

Case Studies

16th November 2023

Walnut Unlimited

Understanding the B2B telco customer experience in less researched markets.

Orange commissioned us for a B2B CX tracker, with the key challenge of moving the study online including using third party sampling solutions in less researched B2B markets such as Belgium, Slovakia and Romania. We provided proof of concept, and have since expanded the programme by doubling sample sizes.

The programme uses innovative methodologies, such as Reaction Time testing and an evolved pricing technique, alongside inclusion of key hot topics to inform strategy in each market.

The work is now more central to business planning than ever before and is used extensively within countries and at head office.

We have been working with Walnut for several years. They helped us at Orange Business to define and implement a Customer satisfaction observatory for Business customers in 7 European countries. Thanks to Walnut, we benefit from a large set of Customer satisfaction indicators (incl. NPS) twice a year. The results are essential to define action plans in the respective countries to improve our operational efficiency. Walnut have demonstrated robust B2B expertise which is instrumental to develop this project year after year. Finally, it has always been a pleasure to collaborate with a team of highly skilled and flexible consultants.

Patrick Luciano, Strategy & Market Intelligence Director – Orange Business 

Written by Walnut Unlimited Email Walnut Unlimited

More Insights

The Retail Media Revolution

The Retail Media Revolution

Empathy in Action

Wow Factor

Understanding the Nation

The Empathy Advantage

Developing Best-In-Class Packaging Grounded In Consumer Insight

One Year On From Consumer Duty

Activation of a limited-edition pack celebrating 200 years for Cadbury

Brainy Bar: The art and science of emotion in brand marketing

Understanding the Nation: Election story Part 2

Understanding the Nation: Election story Part 1

How can consumer insight accelerate your brand in the world of fashion & beauty

Is There a Creative Spark Missing from Your B2B Research?

What did the Windows 11 update just reveal about human behaviour?

Global Accessibility Awareness Day: Making the digital world a more inclusive place

UNLIMITED including Walnut are acquired by Accenture Song

Exploring attitudes towards debt policies supporting people who are struggling with debt burden in Britian – March 2024

Applying behavioural science for Lowell to foster a better customer experience

It drew me in… Christmas advertising is not only about storytelling, it is about the story of us as humans

How Fashion Brands Turn Christmas Windows into Sensory Wonderlands

DEI and recruiting respondents in Market Research at Walnut

What Unlocking the Power of Attention Can Bring to Advertisers

Fuelling a campaign with the IAB using Strategic Consultancy & Implicit testing

This Girl Can: Nudging women and girls to get physically active.

A pack design to bring to life characterful ales.

Increasing diversity in rugby

Relaunching liquid electricals air fresheners in the EU.

Understanding the intangible: identifying brand assets.

Blending our sciences to advise on the perfect marinade

What makes a winning claim for Twinings Green Tea?

Beyond sofas, into beds – Applying behavioural science to optimise the shopper experience in dfs stores

Nudging the nation towards healthy and sustainable diets with IGD

Blending neuroscience and behavioural psychology for the National Trust

Optimising Global Travel Retail with applied Behavioural Science

Understanding people around the world to create new global packaging.

Building a lasting base of information to optimise a beverage portfolio and drive growth.

The real-time truth of a Formula 1 fan’s digital race experience.

Understanding the behavioural psychology of self-esteem for Slimming World.

Launching a plant-based food range across Europe with Nomad

Supporting the development of a healthy kids cereal for Jordans.

Tearing up the rule book on concept testing with O2.

Encouraging emotional decision making with Lowell

Reframing the shopping experience during Covid-19 with McArthurGlen.

Lidl & TBWA: optimising ads with emotional measurement.

Collecting customer feedback for Drax.

Research into the experience of gay men in 2023

Celebrating Neurodiversity at Walnut

Exploring Pride Month’s Impact: Celebrating Diversity, Striving for Equality

A behavioural science approach to combatting sexual harassment

A partridge in a pairing tree: Christmas Food Pairings

Humans vs Machines: The Science Behind Taste & Smell

Walnut UNLIMITED’s Take on Women’s Equality Day 2022

Six steps to sustainability: a positive approach for brands.

Building brand equity through Christmas ads: spotlighting retailers.

How human understanding can help develop more effective packaging.

Qualitative research with children and young people.

The future of the UK convenience store market

The importance of the store environment.

Emotions matter in memory processing.

NEWSLETTER

Sign up for the latest treats straight to your inbox

Fancy a chat? We would love to talk you through exactly how we do it at Walnut.

Contact us