South Staffs Water approached us for research-based support for ongoing development of their customer excellence and brand strategy. The scope included an overhaul of the company's Customer Promise Tracking initiative, and the research focused on customer satisfaction, sentiment, and supply performance.
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Nick Holloway, Strategic Customer Insight Manager
A number of our core technical capabilities were deployed, including research using our in-house CATi (Computer Aided Telephone Interview) unit, in order to capture a comprehensive range of relevant data.
This was combined with our unique Triple Nexus Model, providing South Staffs Water with a deeper, better honed, and more useful analysis of customer behaviour and sentiment, as well as an upscaling of insight to foresight.
The combination of scientifically superior research insight as well as predictive analysis has enabled South Staffs Water to not only understand their customers and market deeper than before, but also to visualise how that insight translates to useful market and customer forecasting, which has led to the development of truly forward-thinking CX and brand strategy.
Our water industry approach
Whether we are helping water companies understand and predict customer behaviour, powering smarter data-driven strategy, or driving organisational change, our unique model helps deliver scientifically superior results for the water industry.
Know what water consumers think, better than they know themselves. Our model uniquely unearths subconscious psychological factors that influence customer feelings and behaviours.
Our model validates deeper methodological and contextual factors behind the data, not just the data itself, which helps uncover truly relevant insight while minimising noise.
Our unique model allows water companies to accurately predict market and customer behaviour, helping to power genuinely forward-thinking strategy and decision making.
