Re-Contact Research
Customer Research

What is Re-contact research? Re-contact research is a new unobtrusive way of finding out about your customers. Customer friendly customer research that results in increased profits back to the company.

Customer Research |  Re-contact Research | Customer Satisfaction Surveys

Market research is often a hassle for customers:

• Surveys too long and intrusive
• Irritating questions asking things we already know
• Questions don’t give them a chance to really say what they think - it’s hardly a dialogue
• Their answers go into a black hole - does anyone pay attention?

Market research doesn’t often deliver for the research users either:

• “Death by PowerPoint!”- an avalanche of information that’s hard to put to action
• Results fluctuate, but there’s poor explanation for why
• There’s a poor link between what a customer says in the research and their actual behaviours that are what really drive profit and growth
• There’s no “strategic logic”, so the research is merely information that fails to hook into strategy and means change making is difficult

Unique to SRD Group and based the proven “longitudinal” research method used in universities.  Basic ideas are:

• Customers agree to be part of a panel where they are re-contacted periodically- this gives the opportunity to see if their attitudes have changed
• Our unique system tells the customer what they scored last time and asks them to explain any changes between this time and last - that provides detailed explanation straight from the customer’s mouth
• It’s so powerful only a few questions are needed- customers feel listened to and it’s not very onerous for them
  

“Jade have recently conducted the first  Re-contact survey and the fact that we can see what the drivers have been for changes in the scores of participants enables us to know what is working, what needs to be focused on and what the drivers of behaviour are. It’s very insightful.” - Gavin Mitchell, Head of Marketing, Sales and Channel Management, Jade Software Corporation

“3M Cuno have recently conducted the Initial Survey which forms the base of the Re-contact research.  We want to have a dialogue with our customers, we want to know what drives their ratings of us and their behaviour.  If we know these we can be both reactive and proactive in the actions we take, therefore improving our customers experience of us.” - Damien Jones, General Manager Industrial & Transportation Business, 3M Australia Pty Ltd

 “Quote pending-  ORIX Australia Corporation Ltd