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Best New Thinking Winner 2010

Internet Research – Net Applicable


Special research techniques and capabilities which I reckon ought to be depoloyed on the internet.


B & MR 

b&mr have a lot of experience doing customer satisfaction and loyalty research. Their methodology involves a qual study into what for a particular brand represents good service followed by quant, then conjoint analysis to find out which are actually valued and differentiate one branded service offering from another. The final phase is a set of scores which can be incorporated into a mystery shopper survey to see how the brand continues to perform. The great thing about this methodology is how it show that all too often companies are trying to improve the wrong things or trying to hard to deliver service levels that nobody wants. When I last spoke to them they were in process of adapting this to the web.

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