When researching your products or
services we find out two things: Who is using them and what do they think of
them?
l Want
to know what your customers are really thinking and doing?
We
find out what your customers are really thinking and doing through Use &
Attitude research (U&A).
This
type of research is similar to customer satisfaction research, but the audience
is normally much wider than just customers. It includes anyone using a
particular product or service.
l Our
solution
The
research usually involves interviews across a broad cross-section of companies.
It will typically be a quantitative study of 30 to 50 questions that may
include questions like:
l Which
products do you use?
l From
which companies do you buy these products?
l What
do you think of these companies overall?
l How
much of these products do you use?
l What
is changing in the way you use these products?
l What
do you think of their performance in terms of their product quality,
availability, customer service and prices
l What
is involved?
The
U&A survey could be carried out by telephone from an acquired sample frame
or through an online panel. The questions are designed to screen out companies
not using the products, and the interview may be carried out blindly to avoid
bias through respondents knowing the sponsor.
Once
the results are analyzed there will be opportunities to ¡®slice and dice¡¯ the
data by industry vertical, and to discover segments that have different uses
and attitudes.