Online tools will find insights, despite the coronavirus.

Online tools can generate insights, despite the coronavirus, as this two minute video outlines.

People participate in interviews, group discussions or surveys online, talking into their own computer or mobile (cell) phone.

People participate from their homes or wherever they feel safe. The interviewer is in another place, and the discussion is via computer or phone, online.

As the video notes, interviews online with participants at their homes, with real-life family dynamics around, can reveal further motivations and behaviour. These additional insights can strengthen your marketing, as the video notes.

We can keep your business-strengthening insights coming – despite the coronavirus.

As you know, people are becoming cautious about associating with others because of fears of catching coronavirus.

We can neither stop the fears nor the virus, but those need not stop the customer insights needed to strengthen your business.

Our online interview and survey tools enable us to talk to and listen to people, in their homes or wherever they feel safe.  And they are still willing to assist by sharing their thoughts and motivations with us – online.

As an example of how well the online interview tool can work, we talked recently with a couple, online, about their finances and mortgage intentions.  We wanted to understand why they’d not sought a mortgage, though employed and eligible.  This insight was to help our client strengthen marketing approaches to people in similar situations.

After twenty minutes of online/computer-visual chat with the apparently happy couple, a small child appeared in the background, saw me on the screen, waved and said “Hi”.

One sweetly asked the other if she would put the child to bed, again.  

After the female partner left, the almost lovey-dovey couple also disappeared. 

For the next minutes, the man explained about their previous marriages, that the child was hers, not his, that only she could discipline the child, and so on.

The female partner reappeared. 

As did the image of the apparently happy couple facing me on the screen, and who were still unclear about their motives for not seeking a mortgage.

The online interview provided an interesting insight to be tested in the subsequent online survey.

But the additional takeout was that the insight was obtained safely for the couple and for me, so there was no fear of catching anything from the interview.

Thus, even in a time of heightened caution about personal interaction, we can get valuable insights by using our online research tools.

If you’d like to know more, please call or email Philip Derham to discuss how we can help you.

T: (61) 0414 543 765

E: derhamp@derhamresearch.com.au

Satisfaction, the NPS, and Recommendation

Satisfaction is a key metric in measuring how customers feel after they have dealt with your organisation.  It can indicate ongoing business intention.

The Net Promoter Score (NPS) is designed to measure customer experience and indicate future business growth.

Recommendation measures are what people have done and to whom the recommendation was given.

Combined, the three measures provide clear KPIs that you can use to further strengthen your business performance and profitability.

Our research has found there can be disconnects between customer satisfaction levels, the NPS and past recommendations.

These disconnects can make it difficult to know which business elements need improvement, so that high satisfaction and past recommendation practices also generate high NPS measures. 

We’ve developed a quick and cost-effective solution to identify which customer groups you may need to concentrate on, so all the measured elements are in accord.

The solution is our Satisfaction NPS Recommender Monitor.

This Monitor enables you to identify those customers who are satisfied, who are intending promoters (yes, those with good intentions – think diets and weight loss intentions), and those who are actual recommenders.

When you know, you can market to the specific customer groups that need additional attention to strengthen your business. 

To know how the Satisfaction NPS Recommender Monitor can help you strengthen your business, please contact Philip Derham.