Customer insight
Using a range of qualitative and quantitative market research combined with data analytics techniques, we perform advanced analysis to uncover powerful customer insights
Our customer insight and market analysis services:
- Exploring customers’ changing needs and the drivers of buying behaviours
- Creating customer segmentations to target sales and marketing
- Analysing and designing customer journeys
- Designing behaviour change interventions
- Capturing customers as humans, rather than data points
- Understanding brand perceptions
- Communicating insight through data visualisation and dashboards
“I would like to thank you for all your excellent support including your guidance around research and delivering great presentations.”
Head of Marketing, BT
We believe that great customer insights and market analysis underpin:
- Launching new products and services that excite customers
- Building brands and generating good quality sales leads
- Supporting consumer decision making using behavioural science
- Applying design thinking to innovation
- Managing B2B relationships (ABM)
- Delivering customer experiences which motivate and retain customers
Qualitative
- C-level and expert interviews
- Focus groups (face-to-face and online)
- Customer forums
- Customer journey design
- Usability UX studies (web & App)
- Social media listening
- Mystery shopping
- Observations in the field
Quantitative
- Consumer, business and employee online surveys
- Mobile research (inc GPS linked)
- VoxPops
- Tracker surveys (brand and customer)
- Voice of the customer studies
Advanced Analysis
- Segmentation
- Conjoint and MaxDiff
- Market sizing
- Driver analysis
- Drivers of CSAT
- Meta analysis of published sources
- Key trends and drivers
- Behavioural science
- Speech and text analytics
Communication
- Infographics
- Interactive dashboards
- White papers, E-papers
- Videos
- PPT
- Gamified visualisations
- Insight rooms
See some customer insight market research stories below:
Setting up a Customer Experience networking and benchmarking group
Client: Professional body
Project process: Using our knowledge of the UK customer experience industry to identify, recruit and manage a group of executives responsible for delivering service, creating a benchmark for performance
Outcomes: Customer insight – enabling participating organisations being benchmarked to learn from and contribute to CX development
Investigating opportunities for digital technology in retail banking, GCC countries
Client: Global telecommunications company
Project process: Research across six markets in the Gulf states using analyst reports and expert executive interviews
Outcomes: Customer insight – GCC report and strategic recommendations
Exploring opportunities for new loan-based products
Client: Major high-street bank
Project process: Qualitative research, shadowing consumers journey and product selection
Outcomes: Customer insight, Digital customer experience – gained a stronger understanding of customer loyalty and when they require assistance and support
Driving improved customer service performance using behavioural science
Client: UK bank
Project process: A/B test of cognitive biases on customers using large contact centres
Outcomes: Customer insight, Digital customer experience – improved sales performance and better customer experiences from the trial
Spotting opportunities for digital communications
Client: Leading UK financial service provider
Project process: Workshops with customers
Outcomes: Customer insight, Consumer, employee and technology trends – creation of new digital strategy including self-service opportunities
Driving customer satisfaction for a pension provider
Client: Major UK pension provider
Project process: Expert interviews with over 30 trustees, actuaries and advisors
Outcomes: Customer insight – enabling client to communicate customer satisfaction performance and identify areas for change
Analysing the complaints of a major UK bank
Client: Major UK bank
Project process: Analysis of thousands of complaints made to the bank; classification, causal and clustering analysis
Outcomes: Customer insight – developed a new framework for complaint handling and made recommendations for reducing complaint volumes
Marketing targeting for UK debt consolidation service
Client: Insolvency practitioner
Project process: Expert interviews, customer interviews, analysis of customer and geodemographic database to identify key segments and the opportunity to focus marketing resources in these areas
Outcomes: Customer insight – marketing segmentation, linked to postcodes across the UK enabling targeted marketing strategy for our client
Assessing healthcare payers needs and market pressures post COVID-19
Client: Global technology provider
Project process: Using desk research and expert interviews to develop key drivers and scenarios for change
Outcomes: Customer insight, Consumer, employee and technology trends – creating and supporting a new marketing strategy
Improving the patient experience in Gulf countries healthcare
Client: Global technology provider
Project process: A combination of published sources, expert interviews with senior healthcare clinicians and managers across 8 markets, benchmarking data for patient journey and digital technology
Outcomes: Customer insight, Consumer, employee and technology trends – improving clinicians, administrators and patient engagement
CX training to enable a large public sector organisation to better serve low-income and disabled consumers
Client: Membership organisation
Project process: Following a review of best practice in CX delivery, including vulnerable and digitally disadvantaged people, created a model for assessing performance and identifying approaches to improving performance
Outcomes: Customer insight – delivered CX training to hundreds of frontline service delivery professionals
Capturing new build buyers’ expectations and preferences
Client: Major housing association
Project process: Internal data, depth phone interviews and focus groups with buyers on new build sites
Outcomes: Customer insight, Consumer, employee and technology trends – recommendations for design and marketing of new build houses
Understanding key stakeholders’ attitudes to an innovative housing provider
Client: Forward thinking housing association
Project process: Using internal briefings and key stakeholder expert interviews to calibrate perceptions
Outcomes: Customer insight – board presentation and detailed research on the development of a new stakeholder communication strategy
Discovering new revenue opportunities for a three-year strategy
Client: Social housing provider
Project process: Desk research, 40 expert interviews to identify over 30 new revenue opportunities for investment
Outcomes: Customer insight, Consumer, employee and technology trends – identified and ranked new revenue opportunities helping the client to prioritise resources
Evaluating delivery companies and online retailers approach to PUDO market
Client: Global technology company
Project process: Global research with 60 delivery companies and online retailers in 20 countries
Outcomes: Customer insight, B2B thought leadership and content marketing – enabling the client to focus on markets to drive sales-lead generation
Analysing changes in consumer behaviours in a recession
Client: Global data, analysis and technology company
Project process: Using published sources, customer, expert and internal executive in-depth interviews
Outcomes: Customer insight, Digital customer experience – helping to strengthen client relationships with large banks and insurance companies
Competitor brand reputation for contact centre provider
Client: Contact centre software company
Project process: Using online tools to develop a detailed picture of prospect and customer perceptions in Europe and the US. Sentiment analysis and detailed examination of written feedback online
Outcomes: Customer insight – enabling the client to quality its brand positioning, the areas of leadership and opportunities for changing buyer perspectives
ABM planning to activate new better business relationships
Client: Technology provider
Project process: Using published sources, customer and industry commentators to provide insight on five global companies
Outcomes: Customer insight, Digital customer experience – helping our client to actualise its ABM strategy to deliver sales-leads and better relationships
Testing market appetite for cloud cybersecurity product
Client: Innovative UK cybersecurity firm
Project process: Expert interviews with SMEs followed by business research with IT directors, CISOs and others in related roles
Outcomes: Customer insight and Proposition development – leading to recommendations for product development, sales and marketing
Research market opportunities for satellite communication
Client: UK satellite service
Project process: Desk research and executive interviews with prospects and clients in broadcasting and communications. Identifying opportunities for satellite technology now and 5 years time
Outcomes: Customer insight, Consumer, employee and technology trends – prioritising sales and marketing opportunities including product attractiveness. Quantifying sales potential to enable our client to forecast revenue projects and sales targets
Assisting with the introduction of a new payment proposition to SMEs in the UK
Client: Global payments provider
Project process: Taking the clients existing proposition for a new payments system, tested qualitatively with 30 SMEs working around the UK
Outcomes: Customer insight, Proposition development – resulting in refinement to the proposition and pricing to drive future take-up
Advancing an understanding of market pricing for card payments by SMEs in the UK
Client: Global payments provider
Project process: Qualitative research with small businesses all over the UK in a wide range of sectors
Outcomes: Customer insight and Proposition development – resulting in better decision making on a future pricing strategy
Developing and improving a switching process for financial services products
Client: Large UK payments provider
Project process: Including extensive desk research to develop drivers of change, 40 expert interviews, quantitative research with 2,000 UK consumers and 500 SMEs, testing attitudes and new proposition development
Outcomes: Customer insight and Proposition development – growing an existing switching offer and making recommendations for switching other financial products
Using MPoS systems in retail
Client: UK payment terminal provider
Project process: Using end-customer face-to-face interviews consumers and high street retailers to understand issues in retail; filmed interviews
Outcomes: Customer insight, B2B thought leadership and content marketing – including recommendations for the use of MPoS technology, a white paper, infographics and PR coverage