Sure, it's not rocket science, but it is research. And research is serious business, especially when you're making important brand experience and operations decisions based on the results. That's why we literally do research on research—to ensure you're getting the best, most actionable data to drive your business.
You might be surprised to know there are thousands of survey nuances that can influence the data you get. It's everything from the loyalty model, which is kind of a big deal, all the way down to the very specific wording and order of the questions. It all matters when you're running CHAID analyses or linear regressions or building structural equation models. That's why we think about all of it.
We support our entire team of advanced-degree researchers to do what they do best: test and re-test different elements of our surveys. Why? We've been conducting customer and employee research for a really (really!) long time. And that's long enough to know that just because something has worked well in the past doesn't mean it's the best method for tomorrow.
Our researchers are constantly questioning those thousands of survey nuances, running extensive tests, carefully evaluating the results, and coming up with proven best practices. All geared to give you better, more actionable data.
Take bold action from day one to establish an early expectation for excellence
Make sure the customer experience doesn't get compromised with the desire to save costs
Break through programme complacency by emphasising key service behaviours