Customer & Business Insights

Customer & Business Insights.
Enhancing strategic decision making through research and analytics.

We answer our clients’ business questions by looking at the ‘what’ and the ‘why’ of the insights our research generates.

Whether our clients are looking to understand if they are meeting customer needs and expectations, retaining and growing their existing customer relationships through creating differentiated customer experiences, or measuring the impact of an advertising campaign we are able support through providing robust strategic customer and business insights.

We specifically focus on:

Customer experience research helping our clients to understand the attitudes, feelings and experience customers have towards their brand or organisation and the impact on behaviours and future intentions.

Pre and post evaluation research, as a systematic way of discovering the impact of any new initiative (e.g. communications campaign). We measure consequences to the customer experience, brand and, ultimately, customer behaviour. After a baseline measurement has been established (pre-implementation), a post-evaluation is then conducted following the roll out of that change. This pre-emptive methodology allows us to model changes in customer perceptions and attitudes and their potential impact to the bottom-line.

Business insights research to explore and map business and employee needs motivations, barriers and behaviours, goals, contexts and influences through understanding organisational culture and ways of working.

Our specialisms

  • Customer experience research (including customer satisfaction and loyalty research)
  • Customer segmentation
  • Campaign and comms testing and evaluation
  • Behavioural insights
  • Business insights research

Talk to us about your project

Ian Pocock

Managing Director | Research, Strategy and Service Design

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