Background One of the UK’s leading providers of used car warranties had been invited to re-tender for warranty provision for approved prestige used vehicles. In order to provide a strong tender the client required evidence of customer satisfaction from vehicle owners who had used their warranties. Swift Research Solution In designing an effective research strategy Swift Research realised that customer experiences could be distorted by service received from car dealers which did not relate to the quality of the product offered by the car warranty company. Often car buyers would make judgements on the quality of the warranty based on the customer service they received from their car dealer. Therefore a quantitative survey was ruled out for a thorough qualitative approach in order

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