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Virgin Media & O2 Task 2
Task 2 – Research Methodology
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Operationalisation and Conceptualisation

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Population & Sample

If you intend to recruit research participants, provide guidance on who you would recruit and likely sample sizes.

Population

Existing Virgin Media customers
Assumptions:
18+ adults
Moving within the UK
There are multiple customer personas that will have specific needs and expectations

Samples

Qualitative

Post-Mortem and Customer Expectations

User interviews
Sample of:
6 customers that have successfully completed house-move journey
3 new customers (up to 1 year)
3 loyal customers (1 year or more)
6 former customers that did not complete the house-move journey
3 new customers (up to 1 year)
3 loyal customers (1 year or more)

Quantitative

Post-Mortem

All historical data available, could include weighting/resampling of underrepresented characteristics.




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