Our main Research Partner is Clear Strategy Company Ltd a leading customer service improvement consultancy in South Africa.  With nearly two decades dedicated to service improvement, Clear Strategy is a reference in this field and has worked for leading international brands.

Video Mystery Shopping

• ABSOLUTELY OBJECTIVE – “There Is Nowhere To Hide”
• A market research tool that provides QUALITATIVE feedback on customer experiences
• Demonstrates the reasons behind poor Customer Satisfaction Index (CSi) scores
• Sets the scene perfectly for corrective action development
• Highly energising / compelling – video material champions the call to action
• Indicates possibilities for immediate and medium term improvement
• Eliminates all possibility for “deflection” from reality by middle managers
• Excellent examples can be compiled for training purposes
• Meaningful basis for recognition / reward / acknowledgement

---

Market Sizing and Forecasting

• An attractive market is one that consists of a large number of underserved executors who have a high willingness to pay to get the job done better. This forms an effective market sizing calculation
• What distinguishes our approach is that a customer’s willingness to pay is not focused on what they would pay for any given product, which is the case for nearly all traditional market sizing methods. Instead, it is focused on what they would pay to get the job done better

---

Customer Wallet Share Analysis

• ​Most companies are sitting on a goldmine of data that is being underutilized
• Customers provide new information each day to companies about their status in the marketplace. With enough customers, this information creates patterns that can not only help you identify least loyal customers that are most likely to go to your competitors, but also help identify those most loyal and help you focus your sales and marketing efforts and dollars on the right groups

---

Customer Behaviour Analytics

• Understanding what consumers do and how they act.
• Clear pictures of their behaviors mean you can make informed deductions about why they do what they do and how they might act in the future, given certain conditions
• In this sense, strong behavioral analytics enables marketers to make the right offers to the right customer segments at the right time

---

Customer Satisfaction Surveys

• ​Customer satisfaction is at the core of human experience, reflecting our liking of a company's business activities
• High levels of customer satisfaction (with pleasurable experiences) are strong predictors of customer retention, customer loyalty, and product repurchase
• Effective businesses focus on creating and reinforcing pleasurable experiences so that they might retain existing customers and add new customers
• Properly constructed customer satisfaction surveys provide the insights that are the foundation to creating and reinforcing pleasurable customer experiences