Research & Business Intelligence
Customer Studies
Customer Satisfaction and Competitive Intelligence for TruVista
TruVista Communications. TruVista, a regional residential internet provider, sought to harden itself against in the increasingly competitive market. With our assistance, they saw marked improvement in their net promoter (+18 points) and customer satisfaction (+13 points) scores. We provided red flag notices alerting them to quickly respond to customer issues. In addition, our competitive tracking notified them of competitive threats in the market including new services, special offers and new partnerships.
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Market Pricing Analysis, Henry Schein Dental
Our client, a major dental distributor, wanted to better understand competitive market pricing, so they turned to Hawk-Arrow. We recruited a panel of dental practices to provide their actual purchase data. This end-user approach allowed us to analyze market pricing across multiple product categories and thousands of products resulting in improved pricing strategies and tactics and ultimately, profitability.
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New Product research, Pulled Oxtail Meat
When Meat the Veggies was interested in introducing this exciting new product, they turned to us to gauge market interest. We conducted research among both consumers and businesses (restaurants/caterers) to measure purchase intent and packaging preferences. The product has successfully launched in their online store.
Market Intelligence, Bristol-Myers Squibb
As BMS was in the process of purchasing Celgene and moving into cell therapy, it was critical to understand the new arenas in which it would be competing. Our CEO developed a competitive tracker providing a detailed overview of CAR-T competitive news including mergers and acquisitions, changes in production capacity, and key personnel changes. The newsletter eventually expanded beyond procurement and into the business unit itself.
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Hard-to-Reach Respondents Found in Time for Roche
When Roche Pharmaceuticals wanted to conduct a rapid market research study with genetic engineers, our COO led the charge. His team was able to identify and recruit the necessary target audience in a small window of time prior to the holiday season. The resulting study allowed the client team to stay on track to meet the critical deadlines for product launch.
Innovative Products
When Amgen pharmaceuticals wanted to test numerous ways to deploy pharmaceuticals they called us. We developed a unique scale of comfort. How comfortable are you taking your medicine in this fashion. This comfort test allowed Amgen to increase their products sales because medical practices chose their products over their competitors based on their comfort with the medications deployment system.
Quantitative and Qualitative for the NFL
The NFL noticed a drop in their African American viewer ship. This could not only affect revenue from a demographic that spends heavily. It could also affect young African Americans choosing football as their sport of hope when they are youthful. The NFL choice for a vendor was us. We conducted focus groups, and then a survey. We conducted three focus groups of African Americans who regularly viewed the NFL, we also conducted three focus groups with White’s who also regularly viewed the NFL. Through our process, we discovered African American viewers felt the NFL was preventing African American’s from playing quarterback on purpose. We worked with the NFL to highlight African American quarterbacks of the past, currently, and how the numbers continue to grow. Through our process we not only saw a recovery of African American viewer ship, we saw an increase in African American viewer ship.
Customer Satisfaction Drives Loyalty for Best Buy
Best Buy sought to leverage customer satisfaction data to better manage its stores. Our CEO led that charge. Under his guidance, they pioneered online retail surveys and provided each store with daily reporting to improve customer interactions. Linking the survey and purchase data showed increased revenue and profitability from the most satisfied customers.
Net Promoter Score and Customer Satisfaction - Bright House Networks
Bright House Networks launched as a different type of cable company—one focused on an outstanding customer experience. As such, a key goal was to earn J.D. Power Customer Satisfaction Awards. Under our CEO’s watch, the company modeled its internal Net Promoter Score data to target KPIs that drive satisfaction resulting in a dozen awards in 12 years.
Audience Segmentation Program Builds Trust for US Bank
When US Bank needed to examine several key market segments (African-Americans, Latinos, college students, the elderly), our COO led these efforts. The study examined each group’s level of trust in their bank and used that to develop products and messaging for each target segment. The new campaign resulted in increased sales of 19% in the first year.
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