CHALLENGE
Design and implement C02 measurement, reduction and offset services for businesses and consumers.

METHOD

• Evaluated existing service offerings and undertook qualitative research to understand customers’ motivations and barriers to measuring and reducing their carbon footprint
  
• Translated quantitative research (undertaken externally) into customer segments and relevant core messaging for target audiences
  
• Generated ideas and developed new and improved services
  
• Undertook ongoing service evaluation and maintenance activities to critique success against Key Performance Indicators (KPI’s)
  

OUTCOMES

• Reduction in time to deliver the Carbon Neutral Newcastle conferencing service by an average of 80%
  
• A clearer and more customer-focused service offer
• Supporting communication programme including key messages to encourage carbon-friendly behaviour change
• Additional services developed, including the Carbon Neutral Newcastle business service
  
• Over 100 meetings / events made CarbonNeutral within a 12 month period from launch
  
• Service ‘maintenance’ for 12 months after launch which included ongoing measurement and evaluation
• Monthly reports delivered to funders and stakeholders which showcased usage statistics and strategic and tactical recommendations.