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Performance In People
Pascall House,
Westridge Business Park
Cothey Way, Ryde,
Isle of Wight, PO33 1QT
t: (01983) 568080
f: (01983) 568517
info@performanceinpeople.co.uk

Customer Research

Most organizations make limited use of the tremendous management information opportunities available from their most valuable source - customers!

Performance in People provides a tailored service that uncovers the real thoughts and feelings of your customers. By addressing the key selling factors that impact on your consumers, and discovering what they think of them, we can locate the blockages and missed opportunities that prevent improved sales performance.

When this is combined with a 'what works well' approach, we are able to gather statistically valid data and provide management information that enables your organization to make informed change-management decisions that drive up sales!

Customer Research Surveys can assist with:

Market Segmentation - what are the personal profiles of your customers? Cross tabulation of demographics, geography, lifestyle, etc. helps identify specific customer segments and consumer patterns.
Lost Sales - why potential customers didn't buy your products and what needs to be changed to secure those sales?
Customer Satisfaction Index - just how satisfied are consumers? How are operational improvements impacting on customers? To what extent are the latest initiatives creating added value?
Gap Analysis - being ruthlessly customer focused - is what is important to you, important to your customers? Are your priorities the same as your customers priorities? And do your customers perceive you are delivering in those key priority areas?
Marketing - where are your customers coming from? What has motivated them to visit your store/outlet? Are there successful advertising media that work for them? Newspaper? Radio? TV? Personal referral?

Customer research surveys, driven by our own Response research software, offers a valuable source of feedback from the people you are trying hardest to impress - your customers. Performance in People will manage the process from an early project brief, develop specific terms of reference, and roll out the research programme with the minimum of fuss and rapid feedback.

Typically, surveys are conducted either:

In-store/on the exit of the store, and can consist of immediate face-to-face interviews, or follow up telephone interviews at a later date.
By specific telephone call, from a database of existing/potential customers. (our unique reporting facility provides comprehensive summary and email alerts our clients providing them with instant online access of calls to customers that have show high levels of dissatisfaction. Allow immediate onward action

Where appropriate, we recommend that customer focus groups be conducted to drill down into the presenting issues identified during the quantitative research (survey) process. Performance in People will manage the entire programme in partnership with our client.

Performance in People customer research surveys are simple to use, and flexible to adapt, so that changes can be made to address topical issues quickly whilst maintaining the statistical robustness required for confident decision making.

Our research team of qualified, and experienced, economic and statistical researchers work closely with our customer service consultancy team to evaluate survey findings. We provide accurate and valid assessments of what is working for your business and where changes could be made to improve performance even further.

We would be happy to discuss your specific requirements and provide recommendations on survey report format, survey sample size, together with a costing for the project.