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Smart Meter Customer Experience Study 2017
The 2017 Smart Meter Customer Experience Study builds on the Smart Metering Early Learning Project, providing new evidence on customer attitudes, experiences and outcomes at the point of installation, immediately following installation and almost a year later.
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Understanding the customer journey of small businesses that cannot meet their tax liabilities
HM Revenue and Customs (HMRC) commissioned qualitative research with business customers who had been in debt to HMRC to understand more about their needs and experiences.
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The hidden value of a retail store
A retail store is more than just a place from which to buy. A good (or bad) in-store experience can enhance or detract from customers' overall perceptions of your brand. Murray Goodwin from Ipsos’s UK Customer Experience team shares his observations on the role of a physical store.
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The Behavioural Science of CPG: Disrupting the customer experience
One of the most important developments facing brands today is how digital technology is fundamentally changing customer behaviour and decision-making. This paper introduces five 'Mind Economy' trends to suggest how consumer packaged goods (CPG) brands can achieve growth in this reality.
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What the Nike campaign tells us about the risks & rewards of taking a stand
Nike's advertising campaign featuring Colin Kaepernick – a man described by the New York Times as “perhaps the most divisive American athlete of his generation” – is one of the most contentious examples of corporate activism in recent memory. What lessons can corporate communicators draw from the company speaking out on a ‘hot button’ issue, and how does this affect corporate reputation?
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Pension Wise service evaluation: research with 2017/18 customers
This report presents the findings from a survey conducted by Ipsos on behalf of Pension Wise, a Government service offering guidance on people’s defined contribution pension options. The report looks at the experiences and outcomes of customers who used the Pension Wise service in 2017/18.
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Beyond Binary – Communicating With Gen Z
The Ipsos Corporate Reputation team were recently joined in a round-table discussion at The Ivy in London with 12 leading corporate communicators, to explore the implications of our recent Gen Z research.
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Black Friday: Shifting its Centre of Gravity
Ahead of Black Friday 2018, Tim Denison traces the history of a retail event that has evolved into a global phenomenon. But what is different now to previous years, what can retailers learn, and what shape can we expect Black Friday to take in the future?
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Ipsos Research Highlights - September 2018
Ipsos's Research Highlights for September 2018 includes a continued lack of confidence in party leaders, our reactions to fake news, the launch of Perils of Perception and attitudes towards the proposed opt-out system for organ donation.
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From products to experiences: Why Customer Experience matters in CPG
It's not new to suggest digitisation has changed the makeup of the retail industry and, in extension, how retail experiences are judged. However, the digital economy also presents new opportunities for consumer packaged goods manufacturers to bypass retailers entirely. Can the revolution in the CPG supply chain mean an evolution of customer experience?