1

Companies HouseResearch and Insight -

driving our strategy to deliver innovative products to businesses

Lynn Lynch

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Presentation summary

• Quantitative research

• Customer Journey mapping

• Customer understanding leading to take up

3

• Satisfaction surveys• Complaints tracking• Focus groups• 1-2-1 relationships• Feedback forms• Usability studies• Data mining

• Quantitative surveys• Customer journey

mapping

Information sources

Attitudes to mandating electronic filing… general acceptance / perceived inevitability

I generally accept the move to filing electronically, it makes for good

business practice

It is inevitable - the way the world is moving

Agree strongly

AgreeDisagreeDisagree strongly

-14

-13

-5

-5

62

61

18

20

-80 -60 -40 -20 0 20 40 60 80 100

Filing customers - interest in receiving reminders… email desired

-20

-14

-63

-64

-10

11

21

35

5

43-12

-100 -80 -60 -40 -20 0 20 40 60 80 100

Not very interested Not at all interested Fairly interested Very interested

Receiving accounts filing reminders by email

Monitor notifications via SMS

Receiving accounts filing reminders by SMS

Very interested

Fairly interested

Not very interested

Not at all interested

Attitudes to corporate identity theft – not widely a ‘top of mind’ issue but idea of PROOF receives support

-15

-45

-29

-23

-2

-11

-7

-5

57

31

48

54

12

8

10

13

-80 -60 -40 -20 0 20 40 60 80

Disagree Disagree strongly Agree Agree strongly

I would recommend the PROOF service to my clients

It's not an issue I've ever considered in relation to filing

documents with Companies House

Idea of only accepting specific documents when filed online (i.e.

paper forms rejected) is a good one

Chance of corporate identity theft happening to my clients is so minimal it's

not worth worrying about

Agree strongly

AgreeDisagreeDisagree strongly

Demand for new search products

14

15

20

25

6

7

9

33

3

4

7

25

0 10 20 30 40 50 60 70 80 90

Might use Probably use Definitely use

Monitor alerts via SMS

Compliance traffic light indicator

Search facility via Blackberry

Search facility via mobile phone

8

Customer journeymapping

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WebFiling is easy to find from homepage

Wait for authentication code to arrive in post

Apply & receive security code

Log in to WebFiling

Can’t find appointment option

Found it!

Enter details

Contact client for personal information

Enter details

Unsure of selection

Email confirmation received

Customer experience map Online registration of a director’s appointment

-

Sa

tisfa

ctio

n +

Used to doing this on paper

10

Awareness and usage of electronic annual return filing

Awareness high but usage low –

promotion is the key

0102030405060708090

100

2004 2005 2006 2007 2008

Awareness

Usage

11

• Lower cost

• Speed

• Ease of Use

• On time submission

• Certainty of delivery

• Security

Why accountants e-file?

12

Annual returns filed electronically

0

10

20

30

40

50

60

70

80

90

Jan 04 Feb 09

Campaigns

13

14

15

16

17

18

19

20

Press Advertising

21

22

Companies House