Getting you closer
As an innovative, award-winning consumer insight agency, we get you closer to consumers and their cultures. Our approach goes wider and deeper than just asking how they feel: it brings together rigorous primary research with the latest thinking in psychology, behavioural economics and consumer trends.
don't just take our word for it
we forge ongoing partnerships
with our clients, including:
NFU Mutual needed to optimise their digital user journey. Their business is built on tradition, with bricks and mortar branches and telephone as the primary channels. But NFU Mutual needed to know whether this model worked for 21st Century consumers, as well as
their legacy customers. We brought together a suite of research methods, each of which had particular strengths: in-home ethnography, eyetracking, user testing, analytics, and a visitor survey.
Nationwide, working in partnership with Visa Europe, wanted to understand how best to communicate a new 'digital wallet' solution for online purchases, to help drive awareness, customer engagement, and ultimately product sign up. Using the Nationwide Customer
Connect community, 15 telephone depth interviews were conducted amongst a mixture of younger and older life stage segments to gather an in-depth reaction to a variety of communication material, including email, website and video compilation.
Freeview identified a need to broaden and build upon their existing knowledge of their target audience in order that they might determine the likely triggers and
barriers to Freeview adoption and to more accurately identify where these consumers drop out of the ‘switching to Freeview’ journey.
Tesco wanted to further differentiate their offer by enhancing the in-store service culture and as a result, the customer experience overall. Tesco were committed to making a series of in-store changes,
both aesthetically and culturally to several trial locations to assess if the customers noticed and valued the changes that were made before a possible wider roll out.
The Co-operative Food came to us with a clear objective to increase the penetration of its own brand food products, having recognised that meeting or exceeding customer expectations was essential to achieving this. We helped Co-op Food make significant
data improvements to their existing testing panel 'Taste Team', leading to wider acceptance and better informed decisions. Co-operative Food is now getting higher quality data as well as numerous key commercial benefits from the newly developed programme.
Unilever wanted to get closer to consumers and get their help in shaping the future direction of its brands, marketing and products. Our 26,000 strong online community panel 'At Home with Unilever' provides ongoing research to help Unilever to get closer to
consumers and future-proof the business, by developing a range of actionable insights delivered in a timely and engaging manner. To date, we have conducted research on virtually every brand, category and customer.
GSK wanted to include consumers far more in their decision making around the globe. Their vision was for a community that allowed them to "immerse the consumer in every conversation through delivering unbiased, actionable, forward thinking insights that
drive successful innovation, design & communication". GSK Consumer Healthcare needed a solution with capacity, over 150 reports a year, and a solution with speed that gave them 24/7 access to their customers. Our qualitative Health Hub provided the answer.
Diageo wanted to establish a regular consultation process, whereby they could get regular feedback on new products, packaging and advertising ideas in the Global Travel Retail channel. Historically, interviewing passengers had been difficult as regular flyers who
purchase alcohol in duty free shops are a fluid and disparate customer group. The Diageo Travel Retail insight team were able to respond to issues much more quickly and provide their business with a constant stream of fresh insight and understanding.
what we do
online communities & panels
We've been market leaders in online communities from the very start. The benefits of working with us are clear: we have the experience to make communities flourish; we deliver what we promise; and most importantly, we excel at using ongoing research programmes to deliver insight across the globe.
Our rich heritage in digital research has made us one of the UK's leading exponents of customer journey mapping. Using our consumer decision-making framework, we apply mapping techniques to help our clients optimise their services, products and communication; undertake ideation; and achieve strategic differentiation.
We harness contextual data to deliver fresh insights. Our Consumer Trends team specialise in analysing secondary research and market data using our unique decision making framework and consumer trends model. Whether stand-alone or integrated with primary research, we use context to give you the bigger picture.
digital, social & mobile
We were the first UK agency to specialise in digital research. Since 1998, we've consistently broken new ground in both methodology and thought leadership. Using our experience, we continue to help our clients understand the changing nature of consumer behaviour in an increasingly complex, multichannel world.
With over 20% of our research conducted outside the UK last year, we've engaged with consumers on a global scale, from Brazil to Thailand. Our network of native moderators, our experienced international researchers and our consumer trends team ensure that we understand how culture impacts on insight, so we can deliver a global voice on a local level.
what makes us different
Happiness provides us with a new model for understanding human motivations. To be successful brands need to embrace happiness.
consumer decision making
Multichannel journeys can be hard to follow. Our unique approach to mapping consumer decision-making will show you the way to go.
Our multi-method approach to research helps us to understand consumers and deliver their voices to the heart of your business.