Customer research

Gain a deeper understanding of the value that you deliver to your customers, the problems you solve for them and what, in their minds, your brand stands for.

Let’s take the first step. We’re ready.

Remove the guesswork from your marketing strategy

What if you knew your marketing activity would hit the mark time and time again? If you knew your next project would deliver on your business goals, improve customer satisfaction and drive conversion – whether that’s leads or sales? If you could see areas for improvement or new product development before others in the marketplace?

A deep understanding of your customers is the key to unlocking the insights you need to make smarter business decisions and stand out from the competition.

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Become customer-centric

Customer-centric brands enjoy higher profitability, superior sales growth, better customer retention and new product success than those focused solely on products or the sales cycle. But just how well do you really know your customers? Of course, you should know their job title, industry, age, location and purchase history – but you should dig deeper than that.

You should collect comprehensive data on your customers’ biggest challenges and pain points, their needs, how they make decisions, who they trust for advice, where they go to find information, which communities they’re a part of, why they chose your product over a competitor, and so much more. Customer research allows brands to get to the heart of what people want. And it’s the only way for brands to become truly customer centric.

Stand out from the competition

Buyers call the shots and competition is high, particularly in fast-moving markets where customers often shop around. A brand that understands its customers and the marketplace will always have a competitive advantage. Using market research, we will provide you with the data you need to identify the areas in which you can compete, play on your strengths and differentiate yourself.

More focus and higher returns

Getting in front of your customers and finding out what really matters to them translates into easier decision making and planning. Once you’ve identified the ‘what’ problems you need to solve, choosing the ‘how’ becomes a lot easier. From interviews to surveys, digital diaries to online ethnographies, our approach to customer research ensures that every project leads to actionable conclusions that really make a difference.

Your business depends on knowing your customers inside out

Is your marketing strategy based on reliable customer data? Or are important business decisions being made on outdated or anecdotal information? When was the last time you spoke to your customers and assessed how they feel about your products or services? Things are extremely competitive out there and brands who forget about the importance of market research will be left behind.

Backward market research

We like to start our customer research projects with the end in mind. Whether you want to gain new insights into your audience ahead of a website build or want to revamp your content strategy, we’ll put together a fully-bespoke research plan that will give you the answers that you need.

Tailor-made research based on your needs

Even a little research is better than none at all. We’ll work with you to make the most of your research budget and help you focus on what really matters. From qualitative to quantitative, we will select the most effective research methods to meet your goals, help you find the right customers to talk to and, most importantly, ask the right questions to get the most value.

Stay relevant

Change is always on the horizon. Customers’ needs and behaviours are forever changing. Only regular market research will give you comprehensive and actionable insights into the behaviour, motivations and needs of your audience. Your brand must adapt in order to evolve, and we will help you work out how.

How we work, works

We’re in the business of results. Take a look at our recent work, or get in touch to learn more about how we did it.

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Let’s take the first step. We’re ready.

Frequently asked questions

What are the key stages of a customer research project?

We start every project with a brief. This helps us identify requirements and goals. Once the project outcome has been signed off, we create a plan to help us gather the best insights. It’s at this stage we select which research methods to use, formulate the questions we want to ask and work with our clients to recruit participants. We then run the research programme and, once complete, analyse the data, join the dots and present the key findings, alongside guidance on how to make the most of them.

What market research methods do you use?

We like to mix and match different types of market research, based on a project’s goal. The methods we use the most include desk-based research, interviews and surveys. You can read more in our Essential guide to market research.

What is the difference between quantitative and qualitative research?

Quantitative research focuses on numbers and measurable data, with surveys being a good example of this. On the other hand, qualitative research, such as interviews, is descriptive in nature, focusing on personal accounts and expressed in terms of language, rather than value.