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How we work
A client once said that they see us as an extension of their team, and that’s what we aim for. We want to build long-term partnerships with our clients, adapting the research programme to ensure it continually evolves to meet the needs of the business.
9 of our top 10 clients have been with us for over 10 years, and our top 5 clients average over 15 years. According to our most recent client survey, 63% of our clients have seen their own customer satisfaction increase in the previous 12 months. That’s our ultimate measure of success.
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Your project team
Your main points of contact will be a dedicated Client Manger and Researcher. We provide a high level of support and contact, scoring 9.3 out of 10 in our own client survey for “responsiveness to enquiries”.
We like to provide guidance, and challenge where necessary, on how we think the research programme can work. Your Client Manager will find the best approach for you, making sure that you get what you need to move the organisation forward.
A customer experience improvement programme
If you want to make consistent improvements to your customer experience, then your programme needs four crucial elements. We can help with any or all of those if you’d like us to. Even if you’d prefer to keep parts of the process in house (we don’t mind, honest!), feel free to pick our brains about the best ways to it. Our free webinars are a good place to start.
Explore & Understand
Good customer research means looking at the experience the way the customers see it. Understanding their thoughts and feelings will help you make improvements.
Measure & Track
Strategic surveys will offer you a consistent set of results to track and monitor the health of your relationship with all your customers. We will help you understand how customer satisfaction and attitudes lead to loyalty behaviors such as retention, related sales and referrals.
Plan & Act
We can help you structure workshops and service design sessions so that you and your colleagues can clarify what you’re trying to achieve, link customer insight to your internal processes, and develop clear and specific action plans to improve.
Storytelling & Culture Change
It’s important to communicate to your research story to show how important the survey is to you and what you’re doing to improve. We’ve seen that customer communication can make a big difference to response rates (demonstrating that you listen) and improved perceptions.
Download our Product Brochure
Download a PDF copy of our Product Brochure to find out more about our services to help you understandand improve the customer experience.
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In-house capability
We’re a full-service research agency, but beyond that we have built the skills to help throughout the customer experience improvement process.
Our in-house services include:
Online communities
Telephone interviewing (conducting over 125,000 interviews a year)
Web surveys (we developed our own survey software and process over 1.4 million response a year)
Postal surveys (including design, print, and processing)
Analysis & reporting
Workshop facilitation
Filming (for VoxPops or creative)
Graphic design (print, digital, and animation)
Video & motion graphics
Client satisfaction
We conduct a regular client satisfaction survey, as you’d expect. You can listen to a podcast discussing what we learned from the most recent survey here.
With a Satisfaction Index of 92.5 and NPS of 86 we’re proud of our performance, but we’re also committed to learn from every survey and improve.
Quality & Information security
It’s not always the most exciting part of the job, but we do take quality and information security very seriously. You need to know that we’ll look after your customer data, and ensure every report you get is spot on.
Mrs Company Partner
We’re a Company Partner of the Market Research Society, meaning that we stick to industry best practice in all our work. We adhere to the MRS Code of Conduct as well as all applicable data protection law.
Quality
We’re registered to ISO9001 and operate a continuous improvement policy. We’re externally audited by United Registrar of Systems and our Quality Management System covers the entire research process from proposal through to delivery of final results and presentation.
Data security
We believe that data security is absolutely critical and we work hard to ensure that our systems, policies, and procedures are up to date, secure, and followed throughout the business.
Data transfer
Our preferred method for exchange of data is to use our custom-built File Transfer system. Our staff and specified members of the client organisations are given access to a website that is hosted on our server.
Send us a brief
We'd love to discuss your customer research with you. We can help you with every stage of your journey so drop us a message and a member of our team will get back to you.