• CRT ViewPoint, Orchard Court 2, Binley Business Park, Coventry
  •  02476 608 830 

Case Studies

Shoe Zone Retail Feedback

The ViewPoint customer kiosks deliver feedback we can act on to increase loyalty, improve marketing and enhance product information

Shoe Zone is the No.1 value footwear retailer in the UK and Republic of Ireland, currently trading from over 500 locations. They employ in excess of 3000 people who put in over 3 million hours annually in order to operate this successful and growing business. Shoe Zone currently sell approximately 18 million pairs of footwear per year.

The Mid Yorkshire Hospitals NHS Trust

The Mid Yorkshire Hospitals NHS Trust appointed CRT Health to deliver a patient focused quality improvement programme.

The University of Exeter

CRT’s point-of-experience ViewPoint system is used throughout the university’s huge Streatham campus. ViewPoint touchscreens are sited in retail and food outlets, halls of residence, dining rooms and sports facilities

Specsavers In Store Retail Survey

In the first six months alone, the in-store kiosks gave Specsavers direct feedback from over 55,000 customers, non-buyers and browsers

Tees, Esk & Wear Valleys NHS

TEWV turned to CRT for help and advice, implementing the award winning ViewPoint patient survey and feedback solution as part of their strategic plan to improve overall levels of Patient Experience at the Trust

Manheim UK

A transformational Customer Experience Programme is now at the heart of the company’s UK business strategy. In simple terms, it requires Manheim Remarketing UK’s 1,500 employees to do everything they can to make the buying experience simple

The University of Leeds

The flexibility of ViewPoint allows the team to run multiple surveys simultaneously, measure the results of change and compare the performance of the different venues

North East Ambulance Service

One of the biggest benefits to the NEAS was its new found ability to engage with more patients, as Mark Cotton explained: “CRT has given us a far greater volume of responses which offer a robustness and confidence to the results we didn’t have when operating in-house.”

The Friends and Family Test

Our approach is to place the needs of our NHS partners’ first by helping them identify the best feedback methods for their environment

Everyone Active Community Leisure

ViewPoint has been key to innovation and change within Everyone Active. Their decision making is now made on a considerably more informed basis, applying the facts derived from member and visitor feedback

Oxford Aspire

A key benefit to Oxford ASPIRE is the consortia’s ability to use real-time visitor feedback to develop their visitor strategies

Passenger Transport Survey

London Underground carries more than one billion passengers a year - as many as the UK's entire National Rail network. Three and half million journeys are made each day spanning 11 lines, 270 stations and 500 trains.

Avenance Catering Survey

Not only has CRT helped us to understand the different wants, needs and desires of our existing user segments, it has also identified user segments that we never knew existed

Police Public Engagement

Leicestershire Police provides a police service to the people of Leicester, Leicestershire and Rutland, covering an area of over 965 square miles and a population of nearly one million. There is a rich diversity of communities all with their own policing needs.

D&G Council Survey

The Planning & Environment Services Directorate is organised into two Strategic Groups: Economic Regeneration and Sustainable Development.

Planning and Environment Services are working towards achieving the Customer Service Excellence standard set by the Cabinet Office. As part of this journey, the Directorate highlighted a need to review the consultation methods in use to ensure they continued to be effective, wide reaching and accessible.

Halfords - Retail Survey

Halfords is the UK accessories and car part, leisure and cycle retailer, operating through over 460 stores. Additionally the operate e-commerce channels and B2B routes to market. Halfords' multichannel retailing extends across all its brands, including Bikehut, the leading cycle brand.

Halfords’ strategy is to maintain its core strengths and to leverage and develop exciting new opportunities for growth - whilst it maintains a keen eye on customer service.

Genting Arena and Barclaycard Arena

"We have always had the ability to capture data after an event, but we were looking for a system that enabled us to capture data at the time of our customers' experiences.  

Belhaven Pubs Guest Feedback

Catering customer feedback surveysWorking with CRT the visibility and profile of customer service has increased dramatically

Mental Health NHS Trusts

The NHS is facing the most challenging period in its history. Patient numbers are growing; budgets are being squeezed; and a requirement to deliver services that are increasingly patient-focussed has put pressure on healthcare professionals to create robust, far-reaching strategies that are fit for tomorrow as well as today.

Vital Signs Care Cards

A Case Study on NHS Feedback

The Vital Signs Care Cards feasibility study was undertaken by the North West Strategic Health Authority. The objective was to capture NHS patient feedback to help understand the emotional priorities and needs of patients and the concerns of their friends and families and/or carers.

Inspiration North West commissioned Customer Research Technology (CRT) and Organisation Development Services (ODS) Ltd to support the vital signs care card project throughout the feasibility study.

General Practice Surveys

NHS Bolton PCT provides primary care services to Bolton's population of 261,000. One of the most important channels for offering primary care in the area is through their 91 PCT contract GP Surgeries. The Derby Practice is a typical GP practice serving the local community, with a wide range of demographics utilising their services including children's health, family planning, heart diseases and maternity services.

James Paget Patient Surveys

The James Paget University Hospitals NHS Foundation Trust provides comprehensive acute care for the population of Great Yarmouth, Lowestoft and the South Waveney area, and for visitors to the area. This acute care is supported by care in community hospitals for those living in and around the district. It serves a population of approximately 220,000.

NHS Trust - Patient Experience

Surrey and Sussex Healthcare NHS Trust operates across eastern Surrey and NW Sussex.

Its major site is East Surrey Hospital and it also provides a range of services at Crawley, Dorking, Caterham Dene and Horsham hospitals in partnership with the Primary Care Trusts which own and manage those sites.

Royal Liverpool & Broadgreen

The Royal Liverpool and Broadgreen University Hospitals NHS Trust is one of the largest and busiest hospital trusts in the North of England with almost one million patients a year. It employs approximately 300 consultants, many of whom have honorary senior lecturer contracts with the University of Liverpool.

Leisure Attraction Surveys

The Wales Millennium Centre is one of the world’s leading arts venues, with its offering of two theatres, five function rooms, galleries, shops, restaurants and foyer spaces.

Today, it is one of the UK’s leading leisure attractions offering unprecedented entertainment, including leading West End shows in the Donald Gordon Theatre – which is designed to resemble a hall from the early 1900′s. More intimate plays can be found in the 250-seat Weston Studio, while the Centre also has a range of daily performances on show in its foyer.