Situation: Commonwealth Edison, the country's 2nd largest electric utility, receives nearly 1 million calls per month from business and residential customers seeking information on power outages, billing questions and other issues. The company staffs three large call centers 24 hours per day in order to handle call volume, and has initiated a computer automated system to more efficiently handle those inquiries which require only a simple response.

Solution: In 1981, CPR designed a continuous tracking telephone survey which monitors the performance of both the company's Customer Service Reps as well as customers' perceptions of the automated telephone system. The research identifies perceived caller problems with the company's CSRs as well as with its automated computer system, and recommends solutions which continue to improve customer satisfaction levels.

Situation: AT&T's objective was to select a name for a group of new internet services which would communicate the broadest possible image for both the services and the company, yet would be short, memorable, and readily associated with AT&T.

Solution: CPR designed a survey that evaluated six naming options developed by Burke & Partners, the firm AT&T commissioned for this corporate identity program. The research indicated the name World Net best communicated the desired attributes to both business professionals and consumers.

Situation: AnalysiS Inc. is a leading European sensory testing company. As their reputation grew globally they sought a US partner who would enhance and administer their complex proprietary methodology for testing new fragrances among US consumers.

Solution: AnalysiS Inc. chose CPR as their domestic partner - our company established and maintains a sensory testing panel which is currently used to evaluate a variety of fragrances intended for the US market.

Situation: The Chicago Symphony Orchestra (CSO) embarked on a capital campaign to raise over $200 million dollars to refurbish Symphony Hall and provide additional programming, office and practice space for the organization. This effort sought the endorsement of corporate sponsors and current subscribers, the traditional source of funds for such efforts, but also reached out to the general public.

Solution: CPR conducted focus group research among several audience segments in order to identify perceived strengths and weaknesses of the CSO. A large-scale mail survey was then developed and used to quantify perceptions of the CSO among key audience segments. Based on analysis of the research results, changes were made in the CSO's marketing programs which have led to upgraded programming, expanded attendance to CSO venues, and improved perceptions of the organization.

Situation: Chattem Inc., formally Chattanooga Medicine Company, is a 90 year old company that manufacturers and markets a variety of personal care products. The company recently developed a new pain-relieving product which passed government mandated clinical testing. Prior to committing the monies which would be required to broadly market the product, Chattem opted to conduct research to evaluate the product's consumer appeal and forecast near-term sales.

Solution: CPR designed and executed a national concept-to-use test among consumers who reported suffering from mild arthritis or occasional muscle soreness/pain. The two-step study evaluated the appeal of the product concept and probed consumers' perceptions of the test sample under actual in-home use conditions. Test results were then incorporated into a market model and one and two year sales forecasts were generated. The study results gave Chattem the confidence to proceed with this new product introduction.

435 North LaSalle Boulevard, Suite 210
Chicago, IL 60654
Phone: 312.832.7744
Fax: 312.832.7745
E-mail: info@cprchicago.com
www.cprchicago.com