Sending out an automated ‘how likely are you to recommend’ survey every time a customer engages with your business, can have a severe negative impact on your customer relationships. Poorly designed, these surveys become spam that tells customers you only want to know if they would sell your product rather want to know their real feedback.  Our approach is to create for clients a VoC system that captures actionable feedback with a reporting system that shows real-time responses and alerts, and that also shows customers that you do want their real feedback.

We work with clients to review all sources of market insights available to them either from past research, tracking, sales or media data, to create a clear and concise understanding of what drives your market and sources of growth.  While the review may uncover gaps in your market understanding, our focus is on helping you get the best from what information that you have, and combining it with insights from others sources to eliminate market insight gaps.  By analysing your market from different sources of information, we can uncover deeper insights and the true drivers of growth in your market.  Identifying sources of growth is valuable as part of the development of strategy plans and new brand strategies.