Know your Customer

Customer Centricity was set up to address a perceived service delivery gap in the Industry.  We provide a full range of market research and intelligence services.  Understanding that customer satisfaction = loyalty = profit, we focus primarily on delivering optimal service to our Clients customers through their network of people, suppliers and other stakeholders.

Keeping abreast of today’s ever-changing consumer means getting to the bottom of what customers actually want.  We provide reliable, relevant market and consumer insights to help fine tune your business strategy, employing a range of innovative quantitative and qualitative market research techniques such as consumer and staff surveys, consumer product tests (product development), deep structured interviews and focus groups formats.  It’s bulls eye when we deliver customer oriented solutions through brands, communications and employees… in essence through all customer touch points.

Our recipe?  There’s no ideal survey method.  It’s simply a matter of our Clients’ objectives.  Here are some of the data generating methods we use.

Face –To-Face Interviews

Face-to-face interviews can be carried out in the street, on buses, in shopping centres, offices, exhibitions and other major events or even on your doorsteps! This style of interviewing allows easy matching of respondents to sampling quotas such as socio-economic groups, age, gender or ethnicity.  Face-to-face interviews are beneficial where stimulus material such as photographs, illustrations or packaging need to be shown to respondents.

Qualitative in-depth personal interviews can also be carried out with senior executives and opinion formers to explore issues and gauge prevailing attitudes. They allow the interviewer to drill down on critical areas of concern for our Clients.

Focus Groups

We’ve conducted focus groups covering a potpourri of topics from culture & leisure to communication, service and staff development.  Focus groups are often the launch pad for our main quantitative surveys as they allow a magnifying glass look at core issues.

Customer Surveys

Customer Centricity Ltd offers a comprehensive suite of research solutions designed to explore and measure customer satisfaction, identify and track customer satisfaction metrics, benchmark performance against competition, explore the key drivers of loyalty and classify the depth of commitment of customers.

For many companies, especially those which are selling services, a customer satisfaction rating will be the only proof of performance and evidence that the supplier is not selling a pig in the poke.

Fieldwork & Data Analysis

Through our fieldwork partner, we have access to a national network of over 1000 interviewers all of whom are vetted and trained to deliver quality results and data integrity. All our fieldwork strictly adheres to the Market Research Society Code of Conduct and Standards.

At a moment’s notice, we have at our disposal a panel of very experienced consultants to carry out in-depth face-to-face and/or telephone interviews.  We leverage on their sector experience and specialist knowledge to get to the root of our Clients’ issues.