Building on our quantitative research into Passenger Assist, we explore customers’ experience and satisfaction with services in more detail. We also collate feedback from rail staff and key industry leaders and provided ORR with a holistic understanding of service delivery.
Click here to read the full report.Details
Join us at the MRS Data Analytics & Insight conference on 22nd February!
Our quantitative insight experts, Charlotte Crichton and Chrissie Wells, will be talking about how to use text analysis to understand consumers’ attitudes towards work and leisure, including measurement of people’s overall happiness with their work-life balance.Details
Building a Productive Relationship Between Agency and Client: Shaping Product Design that Connects with What Consumers Really Want
Join us at QUAL360 in Berlin on 8th February! Our consumer insight specialist Kate Downer, together with our client, Melissa Blow at Samworth Brothers, will be: Examining a worked example of a ‘test and learn’ design – guided by real-time insights, and responsive to ongoing feedback Discussing the best way to build a simple, effective, and…Details
If you read the retail press, you can’t avoid the assertion that online shopping is forcing brick and mortar retailers to work harder than ever to declare and portray an identity via the shopping experience.
This goes beyond excelling in one of the traditional areas of the retail experience – for example John Lewis with customer service, Poundland with value pricing, and Tesco Extra with depth of range – to ideas that offer a new and unique experience such as the in-store theatre that Sonos is providing in its Covent Garden store ‘homes’. All of this says to me that brick and mortar stores need to be more than just ‘places you buy things from.’Details
In 2016-17, 1.2 million requests for assistance were booked by passengers to help them complete their journeys. This service is called ‘Passenger Assist’.
ORR commissioned us to explore passenger experiences of Passenger Assist across the whole process, from booking through to receiving assistance. We also evaluated overall satisfaction with this service . Our research has provided a robust evidence base that allowed ORR to identify where arrangements for Assisted Travel can be strengthened.
Click here to read the full report.
Hot off the press! Our latest research for the Money Advice Service explored the links between levels of numeracy and financial literacy amongst adults. The review provided an analysis of relevant academic, government, commercial and ‘grey’ literature, and informed where new research was required by examining gaps in the current evidence base.Details