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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
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Flair Indonesia 2021: Back to Growth
As the country looks to move on from the pandemic, consumers are demanding more from brands
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Ipsos Update - November 2020
This month’s round-up of research and analysis from Ipsos around the world presents new papers on our learnings from the pandemic, trust in the media, brands and advertising and automotive quality. Explore our new global survey on happiness, the latest ranking of 50 nations’ international image, and much more.
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Signals #4: Understanding the coronavirus crisis
This fourth edition sees us bring together our latest research on coronavirus and draws on our surveys, social media monitoring and the analysis of our teams around the world.
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Signals #3: Understanding the coronavirus crisis
The third edition of our digest brings together Ipsos’ latest research on coronavirus and draws on our surveys, social media monitoring and analysis from our teams around the world.
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Mind the gap: Why what a brand promises and what it delivers matter
What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.
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Designing a ‘Smarter’ Mystery Shopping Program
Seven Steps to Success - Countless research studies show that brands which put the customer first and deliver a superior experience relative to their competition, achieve greater customer loyalty, higher profits and better returns for shareholders.
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Customer Experience as A Competitive Advantage
There is little in terms of how managing customers’ experience and expectations can deliver sustainable advantage.