Market Research for Strategic
Decisions
Information
Solutions Group (ISG) offers an array of critical
customer and market research solutions designed to
enable management to make strategic investment
decisions in the areas of product development,
marketing and customer service.
At ISG, we help our clients discover who their
customers are and what they need. Through our years
of experience, we are able to ask the right
questions, obtain in-depth knowledge, leading to
actionable results. ISG provides online, telephone
and print survey solutions for both consumer and
business to business markets in the following areas:
ISG's product and customer satisfaction surveys
focus on a customer's relationship with an
organization and can be utilized to make investments
or changes where they will have the greatest impact.
Our customer satisfaction research is utilized by
corporations within the business to business as well
as consumer markets and often include topics such
as: the likeliness to recommend and continue using a
company's products/services, loyalty and promoter
metric analysis, customer profile development,
performance metrics - satisfaction vs. importance,
identification of key satisfaction drivers,
competitive analysis and identification of new
product features and enhancements.
Obtain a
wealth of information about your customers through a
survey that focuses on understanding who your
customers are and what they need. By gathering
demographic, psychographic and geodemographic data
as well as usage and interest information, an
organization can obtain a clear profile of who their
customers are and, as a result, obtain the
information necessary improve product positioning
and communications to customers. ISG's
quantitative customer profile research uses
extensive statistical analysis and segmentation
techniques and is designed to gather
information regarding a customer's gender, age,
education, income, living situation, current use of
products and services, interest in new products and
services, awareness and usage of competitive
products and services, purchase behavior, brand
preference and social networking activity.
ISG's
in-depth business to business telephone interviews
are designed to measure an organization's
performance from the viewpoint of its largest and
most valued customers. This research provides
actionable data, which can be used to prioritize
service improvements in a variety of key business
processes that affect an organization's relationship
with its most valuable asset - its customers. ISG's
customer loyalty surveys focus on a customer's usage
and satisfaction with a company's products,
technical/customer support, training and consulting
services. Complaint resolution and competitive
assessment can also be examined.
ISG's lost
customer surveys help companies gain a better
understanding of why customers defect and identify
the primary drivers influencing customer churn.
Conducting periodic lost customer exit polling can
help increase customer retention, improve
satisfaction, increase renewals and improve ROI.
ISG's Lost Customer surveys typically include the
following topics: satisfaction with company,
products and services prior to discontinuing the
relationship, likeliness to return as a customer in
the future, identification of primary drivers
influencing customer churn - why customers defect,
evaluation of primary product/service deliverables,
product usage metrics, influence of contract terms
on the decision to cancel, performance metrics -
satisfaction vs. importance, price vs. value
ratings, use of competitive products/services
following cancellation and respondent demographics.
ISG's Habits
& Practice (H&P) research is designed to identify
user needs areas that are highly important to users,
but are not currently being satisfied. This research
approach enables product managers and planners to
identify the unmet needs of an existing customer
base or target market and, as a result, provide a
clear indication of the functionality that should be
added to future versions of the product based upon
the tasks with the highest Opportunity Index score
and the greatest market reach. The Opportunity Index
score identifies key areas of unmet needs resulting
in new customer acquisition, improved ROI,
prioritization of future development investments,
informed development opportunities as well as a
clearly defined value proposition.
ISG's
Influencer WoM Research is typically used by
product/marketing managers and is designed to
identify and profile social influencers across an
organization's customer base or among a specific
segment of the population. ISG has developed a
proprietary model designed to identify Core
Influencers who frequently tell others about
products and services through word of mouth and/or
social media. This research will provide clear
quantitative data which can be utilized to drive
additional advocacy, increase use among early
adopters, and those most likely to influence others.
Conducting
surveys for the purpose of generating positive
public relations exposure for an organization
provides an economical approach to increasing
awareness and recognition of a company's products
and services. Other benefits of public relations
research include generating increased demand and
awareness of a company's products and services,
highlight a company's impact on industry trends,
identify competitive differentiation as well as
capturing customer testimonials for strengthening a
product's position in the marketplace.
ISG's
Customer Service Satisfaction surveys are designed
to measure an organization's performance in the area
of customer service and/or technical support. These
surveys provide valuable input on overall
satisfaction, loyalty, likeliness to continue using,
identification of key satisfaction drivers, customer
expectations, issues pertaining to problem
resolution, service levels, product defects and use
of knowledge base delivery solutions.
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