Business Reporting
We build frameworks as well as measurement indicators for corporate dashboard reporting. We test the validity of hypotheseses and uncover new trends in data through utilising a range of statistical and data mining tools. In addition, our research team maintains a pulse on socio economic trends in the market along with impacts to businesses. By engaging in a rigourous design and analysis of strategic planning before each project, we are able to deliver relevant information to our clients' to support key business decisions.
Customer Satisfaction Studies
We conduct customer satisfaction studies through audits of customer preferences. Our analysis ranges from designing survey forms for customer satisfaction to analysing purchase trends and analysing feedback comments and complaints on client websites. Our research extends beyond satisfaction levels; we emphasise research on understanding what customers value. Understanding what their needs are fit well into tailoring products and services to suit market demands that constantly change.
Design
Each audit is planned carefully based on the objective of the research engagement. Measures vary according to purpose of the study and range from performance feedback to loyalty analysis. Our team designs the studies based on external factors such as industry position of our client, churn propensity and strength of competitive threats. From that foundation, we then decide on measures and questions which would yield the best results. Based on the product or service, we also ascertain the best means to conduct the study, ranging from survey forms and case interviews with loyal customers to even participant usage studies.
Analysis
Consumer sentiments range widely and these are dependent on the specific needs of the customer or environmental drivers that they require. This shapes the analysis that we conduct. We analyse statistical data for tabulation of mean scores as well as range and tabulate the occurance of key words or phrases into simialr clusters of information. Combining the information with external research, we are able to provide co-relations with influencers of customer behaviour and therefore provide some basis for forecasting.
Brochure
Customer Engagement Audits
Employee Engagement Audits
We design engagement audits to extract sentiment internally from staff as well as externally from customers. We execute user surveys online as well as on paper, conduct interviews and make static observations of staff and customer behaviour.
Design
We measure quantitative as well as qualitative responses in our audits. Quantitative responses are measured across areas of satisfaction as well as importance.
Satisfaction - feedback on respondent contentment
Importance - feedback on relevance of these areas
Qualitative responses, obtained either through written comments on case interview notes, solicit feedback in all areas. We structure open ended questions to encourage variability in reponse. While the qualitative measures provide depth in the knowledge base, qualitative comments provide breadth for a complete analysis across all relevant areas.
Analysis
We tabulate mean scores, weighted averages, variances, rankings for statistical reporting followed by binning and classification of written comments into logical structures of information. We follow that with exploratory data analysis whereby we conduct co-relational analysis andclustering to uncover hidden trends in data as well as new demographic segments.
Brochure
Please feel free to download a copy of our brochure below, or write to us for a printed copy to be delivered to you.
Employee Engagement Audits
Online Employee Survey
