• Awareness
  • Product/service
  • Brand perception/positioning
• Promotion
  • Product/service development
  • Media and timings
  • Messages
  • Channels
  • Competitive frame
• Customer satisfaction
  • Product/service
  • Enquiry/delivery process
  • Repeat purchase/recommendation triggers
• Internal delivery
  • Team working/dynamics
  • Organisational/process improvements
  • Supporting systems refinements

• Awareness
  • Product/service
  • Brand perception/positioning
• Promotion
  • Product/service development
  • Media and timings
  • Messages
  • Channels
  • Competitive frame
• Customer satisfaction
  • Product/service
  • Enquiry/delivery process
  • Repeat purchase/recommendation triggers
• Internal delivery
  • Team working/dynamics
  • Organisational/process improvements
  • Supporting systems refinements

An audit of existing, recent research can provide added insight, through drawing together all previous results into a meaningful and useful form, and identify any remaining gaps in understanding.

Many companies and organisations commission too much research and do not get best value out of these activities because of lack of planning. A research audit is a good foundation for planning a new Research Strategy that delivers properly to information needs across the whole company or organisation.

Awareness
Prospects may be aware of your company, but not of your products or services. They may even hold a particular view that no longer reflects what you offer and how you deliver it.
Also existing customers may not be aware of the range of services you provide.
Prospects and customers views of you may be more or less positive in comparison with your competitors and these could be different across sectors or dependent on levels and types of previous contact.

Product promotion
New products and services can be refined prior to market testing – speeding delivery and enhancing success rates.
Companies waste many millions each year on inappropriate marketing campaigns. They may be using unwelcome media, complex messages and by communicating either too frequently or infrequently.
Providing appropriate access to you and your products and services through the right channels and assessing how well these are working at the local level is also vital.

Customer satisfaction
Successful companies develop good customer relations by asking customers for feedback and acting on this to make improvements. It is the price of entry into, and maintaining advantage in, the competitive business arena.
Showing you care about customers' views and levels of satisfaction is as much about promoting your company and retaining existing customers as it is about obtaining information for relationship development.
We provide service satisfaction measures against which to set benchmarks to monitor future improvements.

Internal delivery
Companies and organisations that develop procedures and cultures that support good relationship development can establish and maintain business advantage.
Understanding your staff, the pressures they face and what changes would help to keep them happy and motivated, is vital because you rely on them to give your customers good service and communicate positive brand values.

Focus groups
Focus groups are the best way to explore brand perceptions or new product and promotional ideas. Also, as a precursor to other forms of research, focus groups are used to uncover issues and language usage that should be considered when later constructing questionnaires or defining evaluation criteria.

Executive interviews
Some high value customers and complex relationships and services merit individual attention. Also confidential internal sessions with key personnel across relevant departments will uncover opportunities for interdepartmental, process and systems improvements. Executive interviews are usually undertaken face-to-face and sometimes over the telephone – but always at set appointment times.

Surveys
A wide variety of surveys can be conducted to explore areas as diverse as customer awareness and satisfaction and the competitive framework.

Telephone, postal and web/email are the most frequently used survey methods, although some high value clients merit face-to-face contact.
Customer satisfaction surveys must be particularly carefully designed and managed to facilitate accurate performance comparisons where research is ongoing or regularly repeated.

Management of telephone surveys for large client consortiums, with individual as well as common information needs, is an area of specialism for Purple Parrot.
We can support customer satisfaction survey requirements of clients who are ISO and/or British Standards registered and help obtain genuinely useful, actionable information from these statutory activities.

Understanding quality standards also makes us well placed to view client’s own standards manuals to help identify key areas for measurement as well as identifying other, beneficial research to maintain and improve service standards.

Panels
Panels are useful for monitoring changes in attitudes, product usage and satisfaction over time within tightly defined groups of customers. In addition to the methods used for surveying, regular focus groups are sometimes utilised.

Mystery shopping
Mystery shopping explores what it is like to be your customer and highlights shortfalls and opportunities in delivering front line service. It can also be used to compare your service, product and pricing with competitors and to set benchmarks.
Utilising telephone and/or face-to-face contact, posing as a customer or prospect and going as far into the buying process as is required, Purple Parrot has developed particular skills in mystery shopping high value business services/products.

Observation studies
External and internal observation studies can contribute detailed information on your customer contact procedures — mapping those that are impacting positively and negatively on customer relationships. Also external observation studies identify how the presentation of messages and products through different channels affects customer actions and purchase.

Focus groups
Focus groups are the best way to explore brand perceptions or new product and promotional ideas. Also, as a precursor to other forms of research, focus groups are used to uncover issues and language usage that should be considered when later constructing questionnaires or defining evaluation criteria.

Executive interviews
Some high value customers and complex relationships and services merit individual attention. Also confidential internal sessions with key personnel across relevant departments will uncover opportunities for interdepartmental, process and systems improvements. Executive interviews are usually undertaken face-to-face and sometimes over the telephone – but always at set appointment times.

Surveys
A wide variety of surveys can be conducted to explore areas as diverse as customer awareness and satisfaction and the competitive framework.

Telephone, postal and web/email are the most frequently used survey methods, although some high value clients merit face-to-face contact.
Customer satisfaction surveys must be particularly carefully designed and managed to facilitate accurate performance comparisons where research is ongoing or regularly repeated.

Management of telephone surveys for large client consortiums, with individual as well as common information needs, is an area of specialism for Purple Parrot.
We can support customer satisfaction survey requirements of clients who are ISO and/or British Standards registered and help obtain genuinely useful, actionable information from these statutory activities.

Understanding quality standards also makes us well placed to view client’s own standards manuals to help identify key areas for measurement as well as identifying other, beneficial research to maintain and improve service standards.

Panels
Panels are useful for monitoring changes in attitudes, product usage and satisfaction over time within tightly defined groups of customers. In addition to the methods used for surveying, regular focus groups are sometimes utilised.

Mystery shopping
Mystery shopping explores what it is like to be your customer and highlights shortfalls and opportunities in delivering front line service. It can also be used to compare your service, product and pricing with competitors and to set benchmarks.
Utilising telephone and/or face-to-face contact, posing as a customer or prospect and going as far into the buying process as is required, Purple Parrot has developed particular skills in mystery shopping high value business services/products.

Observation studies
External and internal observation studies can contribute detailed information on your customer contact procedures — mapping those that are impacting positively and negatively on customer relationships. Also external observation studies identify how the presentation of messages and products through different channels affects customer actions and purchase.