Customer Insight Research™
Customer Insight Research (CIR) is the use of specific, directional customer research to drive improvement in the delivery of performance improvement.
It is distinctly different from traditional customer research in that it:
- Provides a deeper knowledge and understanding of customers’ needs, wants and expectations. This gives you the ability to predict what customers will do/think/feel as opposed to what they did in the past.
- Provides a clear understanding of satisfaction drivers, thereby avoiding wasted effort and investment on activities that are not important to customers.
- Challenges long held preconceptions (often supported by traditional research) and enables management teams to break through habitual response patterns.
- Links directly to the output of internal research to provide a customer-led operational change programme.
CIR forms part of the Performance Evaluation process, either in conjunction with QI or as a stand alone piece of research to support the development of a customer-centric strategy.
Blue Sky helped establish open dialogue between EDF Energy and their customers that established exactly what they wanted and expected from EDF Energy. The findings were then translated into a change programme that helped EDF Energy leap up the industry customer service league tables. Read this and other case studies.