Research

Information to Make Decisions Easier

Research. It’s always a good idea, right?

Decision-making is so much easier when you have data to base those decisions on.

We all agree that research is a good idea. But for some managers, “research” is synonymous with “rabbit hole”… a time waster that in the end, they’re still not sure how it provided value.

Business leaders often find themselves in a quandary: their staff is already maxed doing their existing jobs, but the leader needs more information – better information – to take the next step in the business’ evolution.

While our research processes are grounded in the theories and practices of research, our approach to gathering data is anything but theoretical. As business leaders, managers and decision makers, we understand the difficulties organizations experience when developing strategic plans, segmenting or assessing markets, and understanding what customers really want from the products and services they buy.

Our research services include:

  • Primary research
  • Secondary research
  • Market scanning
  • Customer profiling
  • Customer satisfaction studies
  • Employee satisfaction studies
  • SERVQual
  • Program evaluation
  • Outcomes assessment
  • Qualitative formats – focus groups, depth interviews, etc
  • Quantitative formats – surveys, etc.

This is where we can help.

Environmental scanning:

Keeping tabs on what is happening in your marketplace is not an easy proposition. Typically managers and leaders have other things to do – like running your business! We can monitor the external forces that can play the biggest roles in your organization’s future. From consumer demographic shifts, to technology trends, environmental issues – you name it. We will consolidate a report that shows what’s been happening in the market while you’ve been running your business. Further, each research study provides a set of suggestions or recommendations for your consideration based on both our decades of experience and in light of the research you’ve been provided.

Customer satisfaction:

Satisfied customers typically return to the places where they feel they have been served well. Dissatisfied customers disappear – often with never saying a word to the firm they are no longer happy with.Marketing is just too expensive to spend money on continuously attracting new customers; it’s far more cost effective and profitable to attract and RETAIN good, long term customers. We know that.The services quality study evaluates how your services are being implemented, perceived and managed from both your firm’s point of view as well as the customer’s: thus helping us to determine where are the “gaps” in your service delivery, and how we can best “close” those gaps so that customers are receiving the experiences you want them to receive! Further, each research study provides a set of suggestions or recommendations for your consideration based on both our decades of experience and in light of the research you’ve been provided.

Employee satisfaction:

Happy employees (or dissatisfied employees) impact your customers’ experiences. We can help you understand the areas your employees are struggling in. Further, each research study provides a set of suggestions or recommendations for your consideration based on both our decades of experience and in light of the research you’ve been provided.

Service Quality Studies:

Services are not the same as physical, tangible products. If they were – it would be far easier to market and manage them. Through research-based processes, we can assess where the “gaps” lay in the delivery of your services. Further, each research study provides a set of suggestions or recommendations for your consideration based on both our decades of experience and in light of the research you’ve been provided.

Tracking:

Our assessment has been used in more than 100 universities across the US to understand what college students are getting from various experiential activities beyond the traditional classroom.How are your students growing in their soft skills? Improving their knowledge of the course content? Developing their professional skills? We can help you in these areas.

Competitive assessment:

It’s important to regularly assess what’s happening in your competitive marketplace: who’s new? Who’s gone out of business? What are they charging? What services or goods are they providing? And what are they saying — to your customers? We can assess what the competition is doing, and provide perspective on how that is affecting your market. Further, each research study provides a set of suggestions or recommendations for your consideration based on both our decades of experience and in light of the research you’ve been provided.

By scoping research projects specifically designed to fulfill your organization’s needs, we get to the heart of the matter: what data do you need to move forward? Data-driven decision making. It just makes good business sense.