Research proposal

Strategic Management of customer services by energy suppliers in UK, British gas

Research background

 This research deals with the customer services of British gas ,One of the major British gas is the biggest gas and electricity suppliers in Britain made a record breaking profit of 595 m last year energy suppliers in UK  My research proposal mainly concentrates on the customer policy and service of the company which helps them to increase the residential as well as business customer every year.

Rationale

 The reason why I selected this topic as my research proposal is the recruitment notification by British Gas for customer service and energy save consultants via internet in order to give their customers more support and help them to take the right decision with respect to their needs and requirements.

Research objective

 Exploring the working of customer service department.  Examining the effect of these services in customers (positive and negative).  Benefit of the company as well as the customers, with the implementation of advanced customer services.

Research questions

 How British gas is maintaining their customer service better than any other energy suppliers?  What are the customer polices and strategies of the company?  How they can manage the increasing number of customers without losing their brand name and customer relation?  How the PEST factors affect influences the customer care policies of the company?

Methodology

 . The frame work of this research proposal follows the qualitative method of approach  In this approach major step process are collecting the data from the sources such as books, sites and other materials, then analyzing the information and interpretation of the data.  The final step is writing down the research ideas and results ..

Data collection method

 Quality data collection method is the backbone of every research proposal.  Advanced technologies of the last decades has made a revolution in mixed and multiple data collection methods.(Axinn et al.,2004,p.3).  Soon after we define our proposal the next step is to determine suitable methods to collect primary and secondary data.

Thank you