Market Research

Customer or client experience is said to be key to growing one’s business. Each experience a customer has can result in several decisions that can have a profound effect on the success of any organization. These decisions may include whether or not a customer will continue using an organization, giving the organization more or less of their business and whether they will recommend the organization to others. We help our clients understand the entire customer experience, in particular, areas of strength and weakness that might impact their customer’s future behaviour.

Understanding the impact that an organization’s advertising has can help them understand whether their key messaging is getting through to their customers and increasing awareness. We have the tools to help clients measure advertising awareness and the success of its messaging.

Trying to change social perceptions, attitudes and behaviours can be very challenging. We have worked closely with many government departments, advertising agencies and non-profit organizations to help test and measure the success of social marketing campaigns.

Understanding the perception of its image or brand is essential for almost any organization. Using a variety of techniques, we can gather feedback on customers’ opinions of and experiences with an organization’s products, services and customer satisfaction – all significant elements which can have an impact on corporate image and brand perceptions. Clients often use this opportunity to test the image of their competitors as well, providing a more holist view of their brand.

Mystery shopping is a research method to help clients understand the performance of their customer service representatives (CSR). It measures the success of CSRs in delivering a positive customer experience. We can help with everything from the research design to the analysis of the findings – all to help improve performance and customer satisfaction.