Customer Usage and Attitude Research.

We love helping our clients better understand and meet the needs of their customers. Getting to the core of you customers needs enables you to design the right products and services, better speak their language and attract new customers to your business.

Our customer usage and attitude research covers the key questions including, who they are, what is important to them and what role you play in their lives, all with a view to helping you understand how to refine your approach to meet their needs. Our services include quantitative survey design and distribution as well as qualitative focus groups, depth interviews and shop-alongs.

Reporting is tailored to each client’s needs with flexibility to go into detail via interactive dashboards and video vox pops, as well as providing succinct written insights and presentations on the key opportunities for your senior leaders and board.

Ultimately, our goal is to help you better understand your customers and take your customers experiences to the next level.

What makes usage and attitude research (U&As) important?

When you get to the core of your customers’ needs and wants it will enable you to design a product/service offering that meets their needs. Our years of usage and attitudes research has demonstrated this time and time again. Importantly, it also enables you to speak their language, attracting new customers to engage with your brand, product and/or service and ultimately grow your market share.

Customer usage and attitude research is also key to your team internally being on the same page. Articulating who your customers are and the deep-rooted needs your product fills, enables you to be a customer centric organisation capable of moving quickly to meet customer needs.

So, whether your brand is new to market, a growing brand or a well-established brand, we can help you understand your customers engagement with the category and how it evolves over time, so you can make better, faster decisions on how to take your customer offer and communications to new heights.

What does a usage and attitude study cover at a minimum?

Some of the questions we delve into include:

Who are your customers, their demographics and psychographics?
What is important to your customers in their day to day lives? What attitudes do they have to life and the category you operate in?
What role do you play in their lives? How do they use your products/services?
What does the path to purchase look like and how do your customers go about deciding what and when they will buy?
What matters most to them when making their purchasing decisions?
How frequently do they purchase? when/how much do they purchase?
Where do they research their purchases?
Who do they purchase from and why?
What do they think of you and your competitors?

What usage and attitude research services do we offer?

Depending on your needs our usage and attitude research service (U&A studies) can include some or all of the following:

Customer journey mapping to map out all the touchpoints and influences in the customer journey.
Usage and attitude research design to make sure you are exploring and measuring the areas that are relevant for your organisation.
Qualitative focus groups, depth interviews, ethnography and shop-alongs.
Usage and attitude surveys questions and the distribution of surveys to the target audience via email, SMS, over the phone or in person.
Usage and attitude workshops to help you determine the areas you will focus on to improve the way you connect with your target audience.

Our usage and attitude research service spans both qualitative and quantitative research. Helping you understand the hearts and minds of your customers, so you can engage more effectively with different parts of your target audience.

What outputs can I expect from usage and attitude research?

Our usage and attitude research analysis services include:

Written reports (which can range from bullet points and succinct board summaries through to detailed insights)
Usage and attitude diagrams
Video vox pops
Interactive dashboards
Presenting insights to project champions, senior executive teams or the board.

Usage and attitude research is not a point in time scenario. You need to keep a pulse on the way society’s attitudes shift over time in general, to your category and your brand to make sure that your product/services and associated communications are hitting the mark.

Want to learn more about how we can assist with usage and attitude research?

Book in for a free strategy session with one of our usage and attitude research experts. We would love to learn more about your current approach to your customers and chat about how we can help you to have a healthy, thriving approach to understanding and meeting your customer needs.