We will design research services to suit your specific business needs. We understand the issues that are unique to your business and will tailor data collection, analysis and reporting  accordingly.  From opinion polls and new product testing to brand use tracking and advertisement testing.  We will collect the facts and deliver the understanding you need for any business decision.  We have a range of standard research services that can be used to deliver some of the more common measures that are important to all businesses.  Our standard research services include:

Your customers' voice
Your business's survival depends on your commitment to actively listen to your customers. In today's competitive market, satisfying customers is no longer good enough. You need to ensure that you are 'delighting' your customers!

satisfactor measures customers' perceptions of the service they have received. satisfactor is based on data collected via a survey of customers who have recently used your services. The survey can be completed via telephone interview, web-based survey or a paper-based mail survey. We will help you select the data collection method to best suit your needs.

satisfactor provides you with real, useable information on:
1. Customers' perceptions of the overall service they received - Delighted, Satisfied or Dissatisfied
2. The gap between the levels of service customers perceived they received and what they expected, based on a set of standard service quality measures and other dimensions unique to your business
3. Customer loyalty - to determine the potential of repeat and referral business
4. Customers' comments - to identify good performance areas and those which need improvement
5. Your customers general demographics

What this means for your business:
You can quickly identify and prioritise specific areas where customer service can be improved. This will assist in improving your business performance in terms of numbers of satisfied customers and repeat and referral business, which in turn leads to reduced marketing costs and greater market share.
 

Building strong and healthy brands
Your brand is what sets you apart in the marketplace. Brands live in the mind of consumers, so to truly measure marketing success you need to understand how your brand is perceived by those consumers.

brand builder measures how consumers perceive your brand. brand builder provides the information you need to more effectively take action to build a stronger brand. The research measures the building blocks of a strong and healthy brand:

knowledge - presence - differentiation - relevance - regard

Consumers are surveyed using a standardised questionnaire that can be administered via telephone interview or a web-based self-completion survey. The research provides you with all the information you need to know exactly where your brand stands in the market relative to your competitors.

What this means for your business:
You can readily identify strategies to build your brand in a way that captures additional market share from the competition. This information can be used to elevate a brand to icon status.

Your staff commitment
This research measures the commitment of your staff to your organisation. High staff commitment has been proven to lead to better performance and increased productivity. The cost of continually losing staff can be very high, particularly when staff you have trained leave and work for your competitors.

loyaltimeter measures the level of people's engagement across a set of categories that have been developed and validated through a range of academic and applied staff research. The survey is typically conducted via an online questionnaire using any computer with Internet access.

What this means for your business:
High-performing staff are essential for business success. This research pinpoints specific areas where commitment of personnel can be improved. This ultimately leads to more highly productive staff and will assist in identifying causes for staff turnover.

Mystery shopping and competitor intelligence
This research is used to take an objective look at sales and service delivery processes. We send trained data collection personnel, acting as customers, into your business and/or that of your competitors. We critically evaluate the service received against specified criteria. The information is reported back to enable you to clearly understand where your service needs to improve in order to be competitive in the market.

What this means for your business:
You will be certain that the service you deliver to customers is comparable to that of your competition. Understanding your own strengths and weaknesses and those of your competition can be the key to success.