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Using Mystery Shopping to proactively measure staff engagement with Consumer Duty
Why Mystery Shopping is a key element of the research toolkit to assess customer interactions and drive improvements.
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Vulnerable Customers – What happens when the money runs out?
In this new paper, our financial services and social intelligence experts explain the type of knowledge and research necessary to fully understand and anticipate the needs of newly vulnerable financial services customers, and how search engine data can support that.
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2020: The year of the boiled frog
How retailers can adapt and respond to fluid customer behaviours and expectations post-COVID-19
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How to adapt your VoC programme during COVID-19
Continuing to engage with customers during COVID-19 is a strategic imperative. However, proceeding ‘as normal’ is neither empathetic nor likely to understand the full picture of changing customer experiences. Here we discuss how your brand must react to the functional and emotional needs of your customers.
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Customer Experience is Everyone’s Business
Customer expectations are higher than ever before, so why aren't more UK businesses taking the role of delivering an exceptional Customer Experience seriously?
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High hopes: Tips for ensuring successful text analytics
Text analytics is now an established component of many market research programmes. However, as its popularity has increased, so have expectations of what it can deliver. Here, Fiona Moss provides five ground rules to follow to ensure more success in using text analytics tools.
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How to avoid an #epicfail
For brands to better leverage the increasingly connected world of social media, we’ve created a safe environment to test out ideas, concepts and campaigns. Welcome to Ipsos Digital Communities.
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The Imperatives for Customer Loyalty 2011
An update on our annual study into the state and nature of consumer loyalty in Britain, following consumer behaviour and attitudes from the depths of recession to the pale green shoots of recovery.