customer perception research

Customer perception research provides you with a reality check - a way of cutting through internal hearsay.  Customer surveys enable you to get behind the eyes of your customers and see the world from their perspective.

Some benefits of customer research include:

  • discovering how strong your customer relationship is

  • finding out what customers really think of your product or service - you may be surprised how much they share with us

  • mapping the competitive space - how you shape up against the competition

  • customer retention - be smarter and easier to do business with than your competitors

  • forging longer, closer and more profitable relationships by keeping up-to-speed with customers' technology roadmaps

  • obtaining customer feedback for customer relationship management (CRM) or your  ISO 9000:2000 quality system

  • promoting customer focus amongst staff

  • signalling to customers that you care

We have 19 years' international experience and a selection of case studies to demonstrate the powerful impact of customer research.  Our complementary market research capability provides further intelligence for marketing planning and business strategy.

Our customer surveys are undertaken to our ISO9001:2000 accredited procedures and in accordance with the Market Research Society code of conduct.

what's involved?

face to face interviews

Face to face interviews provide the highest quality information because interviewees are inclined to be more open.  We have 19 years' experience conducting interviews at all levels of seniority throughout Europe and North America.

telephone or web surveys

Fast and cost-effective where the subject matter is neither complex nor contentious.

focus groups

We use focus groups for internal research - often as part of a customer-focus programme.  Valuable insights can be obtained by comparing internal perceptions with customer perceptions.

competitive space

See how your customers compare your performance with your competitors by mapping the competitive space.  Discover areas of competitive advantage; identify perceived weaknesses.