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Voice of the Customer
Listening to the Voice of your Customers (VoC). Creating a single source of customer truth.
Customer Experience
Delivering a Return on Customer Experience Investment.
Benchmarking & In-Market
Measuring up to customers’ expectations and vehicle ownership position.
Mystery Shopping
Measuring the delivery of Brand and Customer Experience promises.
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Ipsos Update - June 2019
June’s edition of Ipsos Update presents our latest research and white papers on topics including mystery shopping, global views on Europe, ethics in social media research and ageing in Japan.
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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 better mystery shopping programme
A seven-step guide for organisations to derive more value from a better mystery shopping programme.
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Ipsos Update - September 2018
Welcome to Ipsos Update – our monthly selection of research and thinking from Ipsos teams around the world. September’s edition features new papers on mystery shopping in the luxury industry, in-app advertising, and affluent travel, as well as case studies on social media data in India and current economic and demographic trends in Serbia.
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Volkswagen and Audi Brands continue to dominate customer care in South Africa
The Volkswagen and Audi brands have again dominated the top positions in the latest automotive customer care survey conducted by Ipsos in South Africa. This research, based on interviews with more than 20 000 customers in 2017, covered both purchasing and servicing experiences.
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South African vehicle owners continue to enjoy top class sales and servicing from Dealers
Vehicle owners in South Africa continue to enjoy top class levels of customer service for both the buying and servicing experience they get from local franchised dealers together with relevant vehicle manufacturers or distributors. This is evident from the latest edition of an annual customer (experience?) survey conducted by global research company, Ipsos, the third-largest global research company.