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Explain Market Research – Finalists in the Market Research Society (MRS) Operations Awards 2017

Explain Market Research has been announced as a finalist in the MRS Operations Awards 2017. The MRS is the world’s leading research association and their annual Operations Awards will take place this year on 14 September 2017 in London. We have been recognised for our outstanding work and are shortlisted as one of three finalists in the field of Best Data Collection (Telephone).

Based in Newcastle upon Tyne, Explain has provided full-service market research solutions to a range of organisations for over two decades, with specialist knowledge and expertise in the utilities, healthcare, social housing and the financial services sectors. Delivering innovative insights is at the forefront of our culture and this has been recognised by the MRS.

Our Managing Director, Kim Davis, commented, “As a proud company partner of the MRS, we are delighted to have been shortlisted as finalists for this prestigious award. The Explain research centre has a team of 45 dedicated telephone researchers; they deliver annually against strategic KPIs, and significantly contribute to the success of the business. In 2016-2017, our telephone researchers delivered productivity scores averaging 96%, quality scores averaging 95%, and completed approximately 131,500 interviews. I’m incredibly proud of our team and the recognition of finalist is testament to all their continued hard work and dedication.”

The MRS, who are dedicated to the support, promotion and enrichment of the research and business world, will announce the winners of eight awards categories and will celebrate the best of the UK’s research agencies in a night of recognition and awards.

Kim went on to add, “We pride ourselves on building and developing longstanding and trusted public, private and the third sector client partnerships through the consistent delivery of powerful and actionable consumer insights. We recognise the need to invest in our team, in technology and in identifying how to continue to improve, always striving for innovation aligned to delivery for our clients. Being part of the awards on 14 September will be a celebration of all the work we undertake to deliver for clients.”

Clients provided us with testimonials to support our award entry, further illustrating Explain’s commitment to deliver for clients, including the following:

“I’ve worked with the team at Explain for over 6 years, while employed in various roles and organisations. Explain have been a critical part of my success to improve customer experience during this time. 

I’ve heard people say anyone can make an outbound call/do a survey, the difference for me with Explain is their approach. They understand my needs and business, which has created a partnership working relationship rather than client/supplier. The opportunity to meet the full team including the fantastic telephone researchers creates a real connection and lets me know Explain care about my customers too.”

Adam Stewart, Executive of Customer Services, Barratt Developments plc

Our business has consistently seen growth year on year, providing development and opportunity for our dynamic team. It is this team of specialists across a range of disciplines within marketing and research who enable Explain to deliver market research projects to extremely high standards – from design all the way through to insights and into actions.

With an exceptionally strong team of moderators, researchers, analysts and marketing specialists delivering a mix of qualitative (in depth conversation based research) and quantitative (survey based statistical research) methods, Explain can provide you and your organisation with the powerful and reliable insight that you need to inform your business, customer and marketing strategies.

We employ a wide range of methodologies, from the traditional to the innovative, including:

Our team at Explain Market Research are experts at putting research programmes in place to deliver for clients.

Contact us today to find out how we could support you, and click through below to take a more detailed look at some of the solutions we offer.

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Explain Market Research launches new research solution to deliver innovation

Originally developed in 2010, Explain’s innovative online community platform has undergone a substantial upgrade to better meet the needs of clients and end users.

Organisations in a range of sectors, including utilities, healthcare and manufacturing, have chosen our platform as it provides a unique and extremely cost-effective method of research and engagement to suit any budget.

An online community in the simplest form is a form of social and digital engagement, sometimes referred to as an online panel; they offer a bespoke, members-only digital space in which to directly engage ‘in the moment’ with a desired audience – for example, customers, stakeholders, or internal staff. Communities are currently being used to monitor perceptions of customer service, develop new products, and engage with vulnerable and ‘hard to reach’ consumer groups.

Along with the build of each community, Explain provide an ongoing management and moderation service which sees users encouraged to actively participate in conversation, providing a qualitative two way conversation. Views and opinions are gathered through discussion threads, polls and online surveys, with fresh and relevant content uploaded frequently to ensure high levels of engagement, providing a 360 degree view from customers.

Our online communities range in scale and scope, with each community individually designed to deliver the needs of clients. We currently host and manage online communities ranging from bespoke projects with 50 members, running for a limited time to deliver immediate insights, to long term strategic models with thousands of members, that will run over a number of years as an engagement tool.

The recently launched Version 3 of the platform offers enhanced design and media capabilities, along with greater usability to improve user experience for members.

Kim Davis, Explain Market Research’s Managing Director commented “Our newest release has stimulated interest from those who see research as an ongoing investment in product and service refinement. Any industry that is serious about stakeholder engagement should consider an online community, as an extremely cost-effective way to carry out ongoing research.  It breaks down barriers such as location, accessibility and timing. We are seeing a significant shift towards this type of research, particularly in regulatory environments, to demonstrate consistent engagement, and also in manufacturing for product innovation and development.”

Based in Newcastle upon Tyne, Explain has provided full-service market research solutions to a range of organisations for over two decades, with specialist knowledge and expertise in the utilities, healthcare and financial services sectors. Delivering innovative insights is at the forefront of our culture. Our online communities are part of a wider suite of innovative solutions to research and engagement, which also includes mobile app surveys, collecting ‘in the moment’ data and insights.

With a shift towards ongoing and digital research, to demonstrate consistent engagement, we continue to work with clients to find solutions to their needs, and are seeing a significant increase in the uptake of online communities as a research tool.

Take a look at our infographic below and get in touch to understand how your organisation will benefit from an online community.

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Ofwat recognise Explain’s knowledge in vulnerable and ‘hard to reach’ customer research

Research with customers living in vulnerable circumstances and other ‘hard to reach’ groups is a requirement that more and more insight and market research managers are having to address as part of their roles. Not only are regulators applying pressure on organisations to demonstrate that they are inclusive, but there is huge value for businesses to be more effective in their engagement with those who are utilising services inefficiently.

Explain Market Research has developed methodologies to engage with vulnerable and hard to reach customers, particularly within the utilities sector – a sector which is at the forefront of innovation in identifying, engaging and effectively communicating with hard to reach customers.

Regulator Ofwat urged the water industry to consider how they are interacting with vulnerable and hard to reach customers, and set out examples of how water companies should consider the expectations of what good service looks like to these customers.

Ofwat recently published our recommendations on engaging with vulnerable and hard to reach customers on their website.

Our team at Explain Research has extensive knowledge and experience in the utilities sector, having conducted research programmes on behalf of water and electricity organisations for nearly two decades, and have developed tips for engaging with vulnerable customers. See our infographic below to learn more.

Our approach is tried and tested and is embedded in our research methodologies. We are delivering key insights to our clients within the water and electricity industries, and are continuously looking at innovative ways to continue to engage with vulnerable and hard to reach customers.

For further information, please contact us today to find out more.


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Why using behavioural research can provide greater returns on your marketing spend

For many years businesses have segmented their audiences based on socio-demographics, or firmographics where they are interested in companies. These are very useful and powerful ways to slice and dice data to then formulate engagement tactics to meet the assumed needs of these groups based on what this data tells us.

For example, how much a person earns will give you an idea if they could afford your product, or if they’re a business, having greater than a certain turnover may indicate they are in the market to buy your service.

But what about going one step further? What if you were to gain deeper insight into the actual behaviours of your potential customers? Just because someone can afford your product doesn’t mean they’ll purchase it. But if you add another dimension to this data in the form of personal attitudes and behaviours, this could create a much richer picture to aid your product development, messaging and targeting – and ultimately increase revenue into your business.

For example, within the health industry, gyms can target women who are 25-40 who are likely to earn over £25,000, within a given area, with a one week free trial promotion focused on weight loss. It is more than likely this will generate some sort of return in terms of uptake, particularly around New Year. But there is opportunity for these gyms to truly understand more behavioural traits of these ladies such as:

  • the main drivers behind why women join a gym in the first place
  • the feelings that these women have before joining a gym
  • what has prevented them from joining a gym in the past
  • what behaviours they have before, during and after a session at the gym
  • the key reasons for not being able to attend a session
  • the drivers behind cancelling memberships

With this more detailed dimension, gyms can reshape their service, re-define their messaging and introduce promotional marketing to existing members to prevent churn – therefore extending the lifetime value of their customers!

Behavioural research is much more complex than research of opinions, as it requires an approach which allows the researcher to get under the skin of the audience and to identify thoughts, feelings, emotions and the actions of an individual as a consequence of these. These are usually more deeply rooted and not easy to uncover using traditional surveys.

Our expert team utilise a range of methodologies that allow us to pull together a rich picture of your customer and stakeholder types. We use qualitative approaches for collecting this type of insight that could include a mix of the following methodologies:

There are many reasons why you should consider behavioural research – here are our top five:

  1. It will provide you with another dimension and help you better understand your audience
  2. It will help form more engaging communications resulting in better returns  
  3. Products and services can be enhanced to better meet the needs of your customers
  4. You can identify weak spots in your service to address and therefore increase your customer lifetime values
  5. You will gain a competitive edge

Contact the Explain team today to find out more about the best approach for you. Please feel free to save and share our accompanying infographic.

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