Vuolu Group, a rapidly growing company, provides seasoned project management professionals to lead their clients’ complex digital and IT development projects, using both agile and traditional approaches. Their mission is to be the most fair and transparent provider of digital and IT project management services. Trust, expertise, and fairness are core values for Vuolu, and their goal is to continuously deliver added value for their customers. Vuolu is also reshaping the landscape of entrepreneurship and the workplace by fostering a more equitable and just work culture. Notably, 80% of the company is owned by its experts.
CHALLENGE
Vuolu is committed to delivering outstanding customer experiences. The team believes that real success comes when technical and project management expertise is combined with genuine care. Vuolu sought Sailer’s help to explore their customers’ views on day-to-day collaboration, how well they meet customer expectations across different stages of the customer journey, and how their operating model is perceived.
SOLUTION
Sailer designed and carried out a qualitative research project for Vuolu. The research involved semi-structured thematic interviews with Vuolu’s project-level customers. These interviews focused on customers’ initial expectations of the collaboration and how those expectations were met at different stages of the customer journey. The goal was to help Vuolu continue evolving and improve its services.
In addition to qualitative insights, Sailer collected numerical data through NPS (Net Promoter Score) and CES (Customer Effort Score) evaluations.
The findings were presented in a multimedia format, combining video-recorded customer feedback with a visually engaging slideshow. This flexible format made it easy to share the results across different events and with various stakeholders.
WHAT HAPPENED AFTER THE STUDY?
Vuolu gained valuable customer feedback, directly voiced by their clients. Customers openly shared their appreciation and satisfaction with Vuolu’s services, as well as their ideas for further improvement. With these insights, Vuolu has been able to target its development efforts in the right areas, all based on solid, data-driven feedback.
