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"The team knows their stuff. They are very streetwise and on the ball when I brief them and have always come up with the goods for us."
Simon Wieremiej
Marketing manager, Carlisle staffing services
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q u a l i q u a n t
i n t r o d u c t i o n
 Within big organisation’s personnel can become somewhat removed from the customer experience.
Improving the organisation’s understanding of the customer is vital.
Customer Experience research is an attempt to “remove the shield” between customer and the organisation.
At its ultimate it is about the organisation interacting and learning directly from the customer.
| Methodologies | Customer Days |
| Video Portraits |
| Customer Forums |
c u t o m e r s a t i s f a c t i o n
If the customer is always right then the trick is to know your customer.
Our customer satisfaction tool CULT (Consumer Understanding and Loyalty Tracking) can give you with a thorough understanding of your customers, helping you develop long term loyalty strategies.
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e m p l o y e e s a t i s f a c t i o n
A HAPPY WORKFORCE IS A PRODUCTIVE ONE.
Also, in today's business environment it is important to understand issues before they turn into problems.
Changes in policy, terms and even management can be positioned and communicated in many different ways, as can the provision of solutions to problems.
WDG, over the years has worked for organisations of all sizes, structures and cultures – amongst all levels of staff, from the CEO to the office junior.
A cost effective, unobtrusive (to you and your staff) and professional project/service which gets to the heart of the matter and provides useful and practical feedback.
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p a c k a n d p r o d u c t t e s t i n gWDG will assess the normal usage of the product/service and then design a process which replicates this as closely as possible.
In terms of packaging research, again the team will look at the most appropriate exposure of the pack – on shelf in situ vs on a re-created shelf display.
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c u s t o m e r p r o f i l i n gWDG combines qualitative and quantitative research to help you understand the unique groups within your customer population - with the added dimension of visualising the segments with high quality caricatures, which bring the characters and segments to life.
In some cases a Mystery shopping element is added to provide a live shopping experience and add further to the realism of the segmentation – this may be audio or video recorded to aid the presentation document.
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p a n e l m a n a g e m e n t
Regular communication, special incentives and great care to avoid over exposure – these are the keys to maintaining customer panels interest and sense of involvement.
As a two-way street, this also keeps our records up-to-date, allowing us to 'weed and seed' where appropriate.
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t h e b u s i n e s s
Usage and Attitude Studies can tell you how your customers use your products or services – in depth – improving understanding of purchase cycles and identifying clusters of customers with common interests and values for targeted marketing initiatives.
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i n t e r s h o p
 An interactive, qualitative tool that establishes current views on specific purchase decision processes and shopping scenarios, in 3 stages – exploratory interview, establishing existing buying patterns, a mystery shopping stage and a recall interview to assess revised purchase experience.
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n e w p r o d u c t d e v e l o p m e n t
Our unique interactive research tool Q3 delivers instant consumer evaluation and diagnosis.
Video link monitored sessions, provide clear, formal recommendations for ways forward, full Qual diagnostics based on Quant results.
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