Recent years have witnessed a revolution in the way in which consumers engage with suppliers. Historically, well-defined working patterns had to be reconciled with restricted hours of access and organisations who were content to dictate the terms under which they were prepared to interact with their customers, but not any more.
Consumers more demanding
Today’s consumer is infinitely more demanding. The emergence of new technologies and greater perception of the value of personal time mean that consumers now expect to interact with suppliers on their own terms. Therefore, to be successful in an increasingly competitive and congested marketplace, it is now imperative that organisations are able to offer consumers convenient, flexible and secure access to their services.
Service across a range of channels
Organisations now face the challenge of providing consistent service functionality across a range of channels, offering the convenience and flexibility that consumers demand while also providing reassurance of security and reliability.
BDRC Continental has vast experience of conducting research in distribution & channel management across multiple service sectors. Recent studies have included assessments of:
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opening hours
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layout/design of physical service environment
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functionality of services offered
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automated telephony / IVR services
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internet banking
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electronic booking channels for hotels and meeting venues
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telephone and call-centre based service procedures
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use of the internet to inform supplier choice
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the impact and implications of user review sites such as TripAdvisor
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mobile handset / SMS – based services
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internet purchasing behaviour
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security of ‘remote’ transactions and purchases
Many of these were multi-stage studies requiring a blend of research skills. We employ a comprehensive range of techniques and fieldwork methodologies, selecting the approach that is best-suited to the technical and logistical needs of each project.
To find out more, please contact one of the team.
