Look & Listen

Know your customer attitudes, behaviours, needs

In order to meet or exceed your customers’ expectations – you really need to know what they expect and care about!

CUSTOMER SATISFACTION

The deeper your insight into customer satisfaction, the more powerful.

Why you need it

To provide a deep understanding of how your customers perceive your business, including complaints. Constructive customer feedback is as valuable as it is rare – this is your opportunity to gather data that makes a difference.

How it works

  • We get in touch with real customers and interview them to understand their view of your business – either relating to a recent interaction, or their general perception and awareness.
  • The format is flexible, we work with you to design it. These surveys range from the simple to the complex, can be conducted over many communication channels, and can be standalone studies or syndicated programs.
  • Our Australian based call centre operates to the highest standards in the land and achieves outstanding success rates making for very efficient research.

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QUALITATIVE RESEARCH

Find out what your customers think – and, more importantly, how they feel.

Why you need it

Emotion is often more powerful than logic, especially when it comes to customer behaviour and can clearly be linked to loyalty. Qualitative research is a powerful way to develop theories about customer motivations and opinions, which you can then test and validate with further with quantitative research.

How it works

  • We help you identify your most loyal – or possibly, least loyal – customers, and invite them for a deep discovery session.
  • We then work with you to design the sessions, using a range of techniques to shed light on your customers’ perceptions, desires and beliefs.

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INTERNAL CUSTOMER SATISFACTION

Often the most important customers to understand are those who are internal to your organisation – employees, influencers and associates.  We call it Voice of the Business (VoTB).

Why you need it

The success of any customer experience depends on the efficacy and motivation of the internal teams that need to deliver it. By identifying and tackling challenges in this area, your ability to improve the customer experience increases and you can unlock trapped potential.

How it works

  • We interview internal teams to determine what is working well, and what is holding them back. Questions focus on their dealings with each other and with other internal stakeholders.
  • Our team analyses the results, developing insights that can help drive positive changes and create value.

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