Case Studies

Translating Community Forum Data into Customer Insights

To better understand its customers, a leading product development company wanted to explore the unstructured data of open-ended conversations in its customer support and product idea online community forums hosted by a prominent vendor. By combining the client’s online forum data with its CRM and... Read More

Transforming Federal Agency’s Complex Survey Data With AI Text Analytics

A large government agency needed to analyze a high volume of responses to a biennial customer satisfaction survey conducted among more than 10,000 annuitants. The survey collects both closed- and open-ended responses on satisfaction with various retirement benefits and services. The agency wanted to understand... Read More

Decoding U.S. Credit Union’s Customer Satisfaction Drivers With Advanced Text Analytics

One of the nation’s largest credit unions wanted to quickly identify the root causes of its fluctuating customer satisfaction scores to pinpoint high and low satisfaction drivers, opportunities for improvement, and insights into its competitors’ strengths and weaknesses. Data analysis uncovered the primary factors that... Read More

Bridging Structured & Unstructured Data in Federal Agency’s Global Survey Results

A large government agency with international operations conducts an annual customer satisfaction survey in multiple languages to gather feedback on services provided at different locations worldwide. The survey’s mix of closed- and open-ended questions cover a wide range of service offerings across numerous branches of... Read More

Leading With Value for Project Managers: Strengthening Customer Relationships

An IT services government contractor wanted to improve the client relationship and business development (BD) skills of its mid-level project managers, with the goal of mobilizing the entire staff to increase sales. Our work together enhanced the team’s non-technical skills – the so-called “soft skills”... Read More

Member Insights Through Data Transformation

Innovative Analysis of Association Data Yields Rich New Member Insights The following case study synopsis is based on an ORI white paper. A mid-size industry association was at a crossroads: Having achieved dramatic growth by adding new membership categories, the association now served a much more... Read More

Building Stronger Relationships Builds Sales

A global insurance carrier sought to persuasively deliver a differentiated value message to the people and organizations that bought its policies. For many firms, this would be just a marketing communications matter; however, our client relied exclusively on independent agents to recommend and sell its... Read More

Audience Insights Delivers Multi-Mode Conference Evaluation

ORI’s Audience Insights solution enabled a nationally recognized industry conference to revamp its attendee evaluation process and greatly improve the utility of the feedback received. ORI had a big task: collect quality evaluations from the 1,300 attendees at a 2-day conference that consisted of 78... Read More

Creating Data Management Efficiencies for Clients

ORI streamlines reporting with strategic application of technology to create a win-win for national government data collection initiative. Economic models and financial forecasts depend on the national employment data published by the Bureau of Labor Statistics (BLS). These BLS reports, in turn, result from the... Read More

Increasing Value to Association Members

ORI helps a business association address membership challenges by exploring how to adapt the products and services they offer. The 30-year-old association had experienced several years of declining membership accompanied by low utilization of member benefits, products and services. Its senior management wanted to know... Read More

Complex Data Project Management

ORI delivers accurate, timely, and globally significant national employment reports for the Bureau of Labor Statistics. Since July of 2007 ORI has served as prime contractor for data collection services in support of the Current Employment Statistics (CES) program. CES, one of the largest surveys... Read More

Audience Profiling & Social Media Engagement

ORI helps to develop new metrics and methodologies for measuring the effectiveness of digital public diplomacy. ORI led a team for the Department of State to evaluate a range of initiatives that sought to engage global citizens electronically – with information and discussions about U.S.... Read More