Tailored customer research approach
Customer experience research can be delivered on a continuous or ad hoc basis. The team work closely with clients to understand the goals and expectations of each project. We then advise on the most appropriate and cost-effective way to get hold of the best data.
Five key principles
Our approach is based around the following five principles:
- Capture
- Rescue
- Interpret
- Communicate
- Insight
Capturing the data
Every project is different and requires a thought-out methodology and delivery approach. To source quality insight, we will recommend a range of approaches including:
Phones
- Mobile technology: obtaining responses via SMS messaging and text back facilities. As the mobile market expands this technology will be increasingly used to capture the voice of the customer
- Smartphone technology: simple technology-driven approaches such as iPhone and Android apps or QR codes can be used to gather information quickly and effectively
- Telephone: phone calls are more personal and produce a good impression of customer service. We have our own London based international call centre offering full domestic and international coverage.
Self completion
- Online: with fast, effective exposure to mass-market segment, online surveys gather views quickly and effectively for large-scale experience surveys
- Direct: in-room, in-restaurant, in-store feedback cards and postal questionnaires
Face-to-face and hall tests
- In-person: research to measure the consumer perception of a product’s properties, to test an ad or ad concept and /or to measure brand image
Communicating the data
ORC International uses innovation, creativity and technical skills to communicate customer data. Our approaches deliver easy to interpret results that can be used to develop effective, targeted action planning.
Dynamic portal reporting
We support customers with dashboard reporting to show and communicate data from numerous channels including customer data. The dashboard translates information into digestible, visual formats so that people at all levels of an organisation can easily interpret results.
Benchmarking
Results can be explored in context of ORC International’s extensive customer satisfaction benchmarking database. ORC Perspectives has now been running and gathering data for more than 10 years.
