Stage Coach | OpinionMatters Objective After a change of ownership, Stagecoach wanted to conduct an audit to enable the new management team to gain an overview of perceptions and satisfaction of existing and lapsed customer bases, establish the needs and wants of existing and potential customers and get to grips with the current market place. They wanted to engage existing clients (parents) to gauge their perceptions of the current offering in terms of customer experience, satisfaction, standards and accessibility. Being a franchise business it was also important to ascertain the levels of consistency in terms of franchise delivery. Strategy After a change of ownership, Stagecoach wanted to conduct an audit to enable the new management team to gain an overview of perceptions and satisfacti

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