How it works
First we learn as much as we can about your business, your situation and your needs. Then we review your existing customer data and data collection methods, if any, so that we can build on what you already have in place.
Research begins with expectations mapping which is a highly specialised method used to gain a deep understanding of customers’ requirements.
Although the map by itself provides rich information, it is usually translated into a survey that allows us to compare your performance against the:
- level of performance expected of an ideal provider
- level of performance that is minimally acceptable to customers
- perceived performance of competitors or the market overall
We use advanced statistical methods to identify underlying customer segments that cluster around drivers of customer value and to determine the factors that drive customer loyalty. Distinctive graphic feedback and exclusive priority setting tools results in ata that is extraordinarily useful and actionable. We also excel at cross-cultural and multi-lingual surveys.
Executive Workshops on the research data
We don’t just hand you a report and disappear! Our expert change facilitators run action and implementation planning workshops from the survey results so that you can go beyond thinking and into action.
The benefits to you
- Allows the development of customer-focused questionnaires based on what matters to customers and not only based on what the company’s managers want to know
- Allows the development of highly customized questionnaires targeted to your customers
- Unusually broad and in-depth information not obtainable through other means
- Not generic data; specific to the client company. Data are easy to understand and work with
- Measures the gaps between your performance, ideal performance, and competitors’ performance
- Identifies all key areas where your performance fails to meet customer expectations
- Usually generates high response rates because customers see the questions as relevant
- Drivers of outcomes are determined
- Value-based segmentation schemes can be developed
- Executives more likely to take action on the data