Customer insight

Innovation insight

"What if?" If this is how your question starts, you're probably looking to do something new. Which also means facing up to the prospect of failure. Our team can hold a mirror to your 'what if?' questions, we can help you to explore the possibilities, challenge your thinking and consider the consequences of failure and success. Our innovation research usually means doing some of the following things:

• Ideas studio, a closed session where ideas are distilled, manipulated and rationalised.
• Opportunity analysis, finding new opportunities for your services or new opportunities within your customer base.
• Market sizing - cutting data to see how your services can scale in different markets.
• Specifications and capability definitions, giving you the routemap for taking your idea from the nebulous to the real.
• Validation, the real world's view of your idea, using experts, customers and potential customers to look round corners for you.

Market awareness

"How are we thought of?" If this is your question, we can help you get the real insight that you need. Market awareness is about understanding how your customers think you're doing and frankly whether they think you're deserving of their business:

• What are your customer's views of the market and your place in it?
• How does your customer view your services?
• How is your brand viewed in comparison to others?
• If your contract was up for tender now what steps would they be taking?

Our work gives you the confidence to know what needs to be improved, what is wanted from you and where you are going right.

Price tolerances

"What can we charge our clients?" Pricing is never about a perceived value for a product, it is always about the consequential cost of not having the product. We design pricing research programmes to focus on those costs:

• Is there a direct cost to living without a product?
• Is there a loss status or respect for not having a product?
• Does the product deliver service improvements driving new business?

We use this insight to determine opportunity cost ranges for your products so that you can confidently model the likely revenues for your new product.

Mystery shopping

"Are we keeping our promises?" If you need to know what your clients are experiencing, we can show you. From messaging to misselling, our mystery shopping service will allow you to understand what happens when your staff interact with customers. We can design our projects with you to understand, not just how you respond to customers, but also whether you are missing opportunities to promote new services when you serve your customers. We can look at your organisation's response to a range of situations to help you understand how your communications really work:

• Initial enquiries
• Competitor insight
• Client complaints
• Errors and ommissions

We can investigate your services across different channels:

• Phone
• Web / email
• Branch / face-to-face

Whatever your needs, we can design a programme to evaluate your customer interactions for you.

To find out more, get in touch

If you would like to know more about our research services, please complete the form below.

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