First, we listen.
Every project starts with a business question. Before we ask customers anything, we listen to what they're already saying about it, away from you.
We read reviews, social media, forums and communities, news and trade press, and what your competitors are saying. We also go through your own past research: the surveys, reports and transcripts you've already paid for.
What comes out of listening
We sort everything we hear into what we expected to hear and what we didn't. All of it shapes what we ask next.
Everything we heard
Reviews, social media, forums, press, competitors and your past research.
Confirms it
Along the lines of what we expected.
Contradicts it
The opposite of what we expected.
New to us
Things we hadn't thought of. They need more thinking on our side.
What we'll ask
All of it filters into the questions we take to customers.
This isn't brand monitoring or social listening. We don't count mentions or track sentiment. We listen for the answer to your business question.
Then we ask, to understand more.
Listening tells us what to ask. Now we talk to customers to understand the why behind what we heard, and to find out what we don't know yet. Asking often turns up new things too.
It can be qualitative, quantitative or a mix of both, depending on the project.
We design the questions with you, just like a questionnaire or discussion guide. Nothing goes to customers until you've approved it.
We talk to customers in 3 ways:
Or a mix of all 3, depending on what the research needs.
Then we reveal it all in Living Insights.
Everything we heard and everything we asked comes together in one place. You get a clear recommendation, and the evidence behind it stays open for your next question.
Studio
Build the report, deck or one-page summary you need, when you need it, for whoever you're presenting to.
Conversation
Ask your customers' evidence anything, and every answer comes with its quotes and data.
Sandbox
Test a theory before you commit to it, using the research you've got so far. You get the likely outcomes, how strong the evidence is, and what's still unknown.
Source
Every transcript, response and data point, anonymised and in context, with each finding linked back to its evidence.
One question, step by step.
Halloway's, a mid-sized bakery chain, wants to know whether to open more of its own shops or put counters inside a national supermarket. Nobody can answer that by being asked it directly.
We read what shoppers say about buying bread in supermarkets and about the trip to a bakery, what the trade press says about supermarket counters, and what Halloway's own past research already covers.
We take the open questions to shoppers who use both. What would make them buy Halloway's at a supermarket counter, and what would they miss about the shop?
Halloway's gets a recommendation, and a Living Insights workspace it can keep asking. What would a counter do to our own shops? Which towns matter most?
Research technology built by a researcher.
Our listening tool, our AI moderators and Living Insights were all built by the researcher who uses them.