WE ARE A FULL SERVICE RESEARCH HOUSE

BRAND
HEALTH

How attractive is your brand?


First things first- consumers need to know you exist to buy from you. Without the knowledge that you exist and provide a product or service in your product category, no further interaction with your brand is possible.
Ask yourself:

  • Do they know you exist? Why or why not?
  • What do they think of your brand?
  • Who are the types of customers you attract?
  • How do they know about you?

YOUR COMPANY’S LIFEBLOOD


We believe in not leaving customer satisfaction to chance. Talk to us about how you can put in place the following steps to make your customer’s experience a priority. Don’t wait until there’s negative feedback.

  • Are your customers happy? And do you know what's important to them?
  • Have you designed a customer experience that will delight your customers?
  • Are you tracking customer satisfaction through surveys and closing the loop immediately on negative experiences?
  • Do you encourage your staff to follow your standard service processes through mystery shopping, giving you "eyes" in all your establishments and allowing you to coach staff on how to improve?

CUSTOMER
SATISFACTION

CUSTOMISED
RESEARCH

RIGHT RESEARCH TO THE RIGHT PROBLEMS


We take the time to help you clearly define your problems. Only then will we match the right research technique to the right problem.

  • Losing customers?
  • Wanting to gain more?
  • Conversion rates dropping?
  • Wanting to enter a new market or develop a new product?

FRANCHISEE & DISTRIBUTOR SATISFACTION


If you are a wholesaler, a franchisor or licensor of a product, your success is heavily dependent on the relationship you have with your distribution partners. Working with over 100 wholesale/franchise/licence brands, we understand the space and have developed a series of research solutions to help you get the most out of your current relationships, grow your channels and be the company that distributors, franchisees and licensees want to work with.

  • What do your franchisees think of the business?
  • Will they recommend it to their friends and family?
  • Are they happy with the current training and support?

CHANNEL
STRATEGY

Employee
satisfaction

An organisation is only as strong as its people


Increasing your team’s satisfaction makes great business sense. You end up with an engaged team, which enables you to have higher productivity, increased employee retention and revenue growth. Retaining the right talent who work well as a team not only creates a great work culture, you will have the confidence that your team will go the extra mile in a crunch period. You will also have confidence your team will give your customers great service. Ultimately you will be seen as an employer of choice, making attracting new talent easier.

  • Do you know what really matters to your employees?
  • Do they feel valued and heard by management?
  • Are they motivated to go to work every day?
  • Are they looking at being with your company long term?
  • Do they feel connected to their coworkers?

Will your communications resonate with your target audience?


You can have the best product/service and a sizeable advertising budget, but if your message doesn’t cut through (or worse still alienates your target audience), you are in trouble. Testing your language, tone, imagery and talent with your target audience allows you to zero in on what is working and what needs tweaking.

  • Do your marketing messages appeal?
  • Do your messages make people think more positively about your brand?
  • Is it clear what your product/service should be used for?
  • How appealing is the way your product/service is packaged?
  • Do your promotions drive action?
  • Does the emotive component of your communication connect with your target audience?

Communication
testing

Customer profiling &
segmentation

Do you know who you’re talking to?


Would you ever drive with your eyes closed? We hope not.
Neither should you start any campaign without knowing your customers first. Knowing their demographics, lifestyle, likes, dislikes, preferences, and decision making processes will enable you to target all your efforts and resources towards the right market and ultimately, gets you where you need to go.

  • Do you know your customer’s brand persona?
  • Do you and your customers “speak” the same language?
  • What do you know about your customer’s usage and attitudes?
  • Are you maximising your resources and getting the best bang for your buck?
  • Are you communicating with your customers in the best way possible?

Get to know the neighbourhood


Congratulations! Your business is growing and you are now ready to expand your market reach.
Thoroughly studying the new market dramatically reduces the risk of nasty surprises such as unforeseen competitors, shifting demographics in an area and local requirements (to name a few). Deeply understanding the needs, preferences and requirements of your potential customers before you expand into their market will save you a lot of time, money and sleepless nights.

  • Do you know your new market’s demographics (size, growth, age, income, gender, marital status and buying habits)?
  • Are you sure of your product’s marketability?
  • Are you aware of the number and strength of competitors in your target area?
  • What are the current population trends of your target customers?

Market expansion
& planning

Data integration &
visualisation

Simplifying the complex


Data Integration & Visualisation makes the reporting of data simple, interactive, easy to interpret and yes-quite attractive. But it isn’t enough to just have beautiful reports and pretty data visualisations. Your analytics solution has to give you the confidence to make your plans, drill-down and answer your questions.

What REALLY matters to your customers?


People are creatures of habit. Getting an intimate look and clear understanding of their attitudes towards your category (why, when, where and how they make their everyday purchasing decisions) is key to the success of your brand.

  • What role do you play in their lives?
  • What does the path to purchase look like and how do your customers go about deciding what they will buy?
  • What matters most to them when making their purchasing decisions?
  • Who do they purchase from and why?
  • What do they think of your competitors?
  • How frequent/when/how much do they purchase?

Usage & Attitudes

new product
development

You need to change at least as fast as the market


Who isn’t attracted to the new? Introducing a new product (be it an addition to an existing product line or a modification) shows innovation, dynamism and helps you stay relevant in a rapidly evolving market. Market research, when done correctly reduces business risk. It is an effective tool to establish needs and to obtain intelligence on market potential.

  • Will potential users buy the product?
  • How much are people willing to pay for the product?
  • What challenges do people face in using the product? Ease of use?
  • Who will your competitors be and what's your edge?

BRAND
HEALTH

How attractive is your brand?


First things first- consumers need to know you exist to buy from you. Without the knowledge that you exist and provide a product or service in your product category, no further interaction with your brand is possible.
Ask yourself:

  • Do they know you exist? Why or why not?
  • What do they think of your brand?
  • Who are the types of customers you attract?
  • How do they know about you?

CUSTOMER
SATISFACTION

YOUR COMPANY’S LIFEBLOOD


We believe in not leaving customer satisfaction to chance. Talk to us about how you can put in place the following steps to make your customer’s experience a priority. Don’t wait until there’s negative feedback.

  • Are your customers happy? And do you know what's important to them?
  • Have you designed a customer experience that will delight your customers?
  • Are you tracking customer satisfaction through surveys and closing the loop immediately on negative experiences?
  • Do you encourage your staff to follow your standard service processes through mystery shopping, giving you "eyes" in all your establishments and allowing you to coach staff on how to improve?

CUSTOMISED
RESEARCH

RIGHT RESEARCH TO THE RIGHT PROBLEMS


We take the time to help you clearly define your problems. Only then will we match the right research technique to the right problem.

  • Losing customers?
  • Wanting to gain more?
  • Conversion rates dropping?
  • Wanting to enter a new market or develop a new product?

CHANNEL
STRATEGY

FRANCHISEE & DISTRIBUTOR SATISFACTION


If you are a wholesaler, a franchisor or licensor of a product, your success is heavily dependent on the relationship you have with your distribution partners. Working with over 100 wholesale/franchise/licence brands, we understand the space and have developed a series of research solutions to help you get the most out of your current relationships, grow your channels and be the company that distributors, franchisees and licensees want to work with.

  • What do your franchisees think of the business?
  • Will they recommend it to their friends and family?
  • Are they happy with the current training and support?

Employee
satisfaction

An organisation is only as strong as its people


Increasing your team’s satisfaction makes great business sense. You end up with an engaged team, which enables you to have higher productivity, increased employee retention and revenue growth. Retaining the right talent who work well as a team not only creates a great work culture, you will have the confidence that your team will go the extra mile in a crunch period. You will also have confidence your team will give your customers great service. Ultimately you will be seen as an employer of choice, making attracting new talent easier.

  • Do you know what really matters to your employees?
  • Do they feel valued and heard by management?
  • Are they motivated to go to work every day?
  • Are they looking at being with your company long term?
  • Do they feel connected to their coworkers?

Communication
testing

Will your communications resonate with your target audience?


You can have the best product/service and a sizeable advertising budget, but if your message doesn’t cut through (or worse still alienates your target audience), you are in trouble. Testing your language, tone, imagery and talent with your target audience allows you to zero in on what is working and what needs tweaking.

  • Do your marketing messages appeal?
  • Do your messages make people think more positively about your brand?
  • Is it clear what your product/service should be used for?
  • How appealing is the way your product/service is packaged?
  • Do your promotions drive action?
  • Does the emotive component of your communication connect with your target audience?

Customer profiling &
segmentation

Do you know who you’re talking to?


Would you ever drive with your eyes closed? We hope not.
Neither should you start any campaign without knowing your customers first. Knowing their demographics, lifestyle, likes, dislikes, preferences, and decision making processes will enable you to target all your efforts and resources towards the right market and ultimately, gets you where you need to go.

  • Do you know your customer’s brand persona?
  • Do you and your customers “speak” the same language?
  • What do you know about your customer’s usage and attitudes?
  • Are you maximising your resources and getting the best bang for your buck?
  • Are you communicating with your customers in the best way possible?

Market expansion
& planning

Get to know the neighbourhood


Congratulations! Your business is growing and you are now ready to expand your market reach.
Thoroughly studying the new market dramatically reduces the risk of nasty surprises such as unforeseen competitors, shifting demographics in an area and local requirements (to name a few). Deeply understanding the needs, preferences and requirements of your potential customers before you expand into their market will save you a lot of time, money and sleepless nights.

  • Do you know your new market’s demographics (size, growth, age, income, gender, marital status and buying habits)?
  • Are you sure of your product’s marketability?
  • Are you aware of the number and strength of competitors in your target area?
  • What are the current population trends of your target customers?

Data integration &
visualisation

Simplifying the complex


Data Integration & Visualisation makes the reporting of data simple, interactive, easy to interpret and yes-quite attractive. But it isn’t enough to just have beautiful reports and pretty data visualisations. Your analytics solution has to give you the confidence to make your plans, drill-down and answer your questions.

Usage & Attitudes

What REALLY matters to your customers?


People are creatures of habit. Getting an intimate look and clear understanding of their attitudes towards your category (why, when, where and how they make their everyday purchasing decisions) is key to the success of your brand.

  • What role do you play in their lives?
  • What does the path to purchase look like and how do your customers go about deciding what they will buy?
  • What matters most to them when making their purchasing decisions?
  • Who do they purchase from and why?
  • What do they think of your competitors?
  • How frequent/when/how much do they purchase?

new product
development

You need to change at least as fast as the market


Who isn’t attracted to the new? Introducing a new product (be it an addition to an existing product line or a modification) shows innovation, dynamism and helps you stay relevant in a rapidly evolving market. Market research, when done correctly reduces business risk. It is an effective tool to establish needs and to obtain intelligence on market potential.

  • Will potential users buy the product?
  • How much are people willing to pay for the product?
  • What challenges do people face in using the product? Ease of use?
  • Who will your competitors be and what's your edge?

How we do it

Surveys
Workshops
Field Work
Focus Groups
analytics & insights
(Delve Into A Variety Of Sources Of Data)
In-Depth Interviews
Phone, Online And Face To Face Interviews
Surveys
Field Work
analytics & insights
(Delve Into A Variety Of Sources Of Data)
Workshops
Focus Groups
In-Depth Interviews
Phone, Online And Face To Face Interviews