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Research
Why is market research important?
Research allows us to fully understand and analyse your current situation of ‘where you are now’ so we can determine ‘where you want to be’. Market research allows us to understand your marketplace and produce a tailored plan to help you reach your goals.
What are the benefits of quality market research?
Well conducted research provides insight into the motivations and attitudes which drive your customers’ and employees’ behaviour. It allows us to quantify what is happening in your business and understand why. With this understanding we can develop a response which will allow you to achieve your strategic aims.
We use a variety of methods at Customer Plus including desk research, in-depth telephone and face-to-face research. The method we use for your business will depend on your needs. We will work with you to develop a questionnaire to capture the customer information required to move your business forward.
Customer and employee insight you can use
Volumes of data and reports can be overwhelming and of limited use, so we present our insight as simple recommendations you can implement in the short, medium and long term.
Use your research to benchmark against the best
Benchmarking against others lets you see how you compare. It gives you the advantage of knowing what you are doing best, and what you need to do to be the best.
One measure we use for benchmarking is Net Promoter Score (NPS) – the willingness of your customer or employee to recommend your organisation to a friend or associate. A key metric used across FTSE100 and Dow Jones companies, including customer service leaders like Amazon, Virgin and Apple. NPS is the current standard used across industry and market leaders.
Qualified and quality-assured research
Our consultants are qualified with relevant professional bodies including the Market Research Society and the Chartered Institute of Marketing to ensure quality.
62% of consumers will share bad experiences with others. Source: SalesForce
Our research services:
Customer satisfaction surveys
Capture the views and opinions of your customers using proven methodology, including NPS, through tailored surveys
Mystery shopping
An objective and realistic test of your actual service delivery measured against your intended standards
Focus groups
Creation, organisation and facilitation of focus groups to gain detailed qualitative insight
Employee engagement surveys
Capture the views and opinions of your employees using proven methodology, including Employee NPS, through tailored on and offline satisfaction surveys
Desk research
Informative secondary research using academic journals, current thinking and trend analysis to provide insight and set benchmarks
How we engage with our clients
We listen
We start by listening to you to understand you, your business and your goals.
We propose
Our next step includes producing a professional and timely proposal, detailing exactly how we plan to execute our strategy to improve your customer experience.
We communicate
We will then assign one of our experienced consultants to be your first point of contact and to manage your project. We value face-to-face communication and so your introduction will be in person.
We cooperate
The outcomes you are looking for will determine the approach and strategy we use. Our work will help you understand how your business is perceived from your customer's eyes, what it should be like and why.
We deliver
We pride ourselves on our ability to build rapport, manage expectations and deliver results. You can expect professionalism, ease of doing business and excellent communication throughout our service.
We report
We will show you why and how improving your customer experience will improve your financial performance.
Looking to improve your CX?
Fill in our contact form below and a member of our team will be in touch as soon as possible to arrange your FREE consultation. Alternatively, please email care@customerplus.co.uk or call us on 01332 840422