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Consumer research
When we scope a consumer research project we
identify the most appropriate qualitative or quantitative
techniques for the particular client. We use a range of consumer
research techniques, including telephone and face to face
interviews, focus groups, diagnostic workshops, accompanied
mystery shopping and written questionnaires.
Many consumer
research projects involve a combination of reviewing our clients'
existing research, one to one interviews with a representative
range of staff, service diagnostic workshops with staff and
focus groups with customers. These are all undertaken by our
qualified team of consultants who are skilled at using the
structured techniques we have developed to identify the opportunities
to make a difference.
To read the article on 'Winning the Customer Loyalty War', click here. |
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Our research techniques:
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establish what customers really want from your service
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identify priorities and what customers think about current performance
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uncover internal barriers to delivering excellent customer service
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involve staff in identifying what needs to change
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provide the basis for developing strategies for improving customer service performance
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