OUR UNIQUENESS

Home-grown tools of the trade give our clients the leading edge.

At Consulta Research, we pride ourselves on developing new, designed market research tools to meet the unique requirements of our diverse client base. We make it our business to get acquainted with each client’s distinctive business environment by assigning dedicated teams to work alongside client companies for the long haul.

At the start of each new project, a hand-picked team of Consulta Research specialists is briefed on all the requirements of the project. The client company is invited to attend these briefings and to screen and approve the researchers we’ve selected to work on their projects.

One of the many unique approaches which have put us in a league of our own, is a working model dictating that the project manager is also the data analyst. This affords our clients the reassurance that the expert dealing with their top-line report also has intimate knowledge of data analysis and statistical verification.

Robust modelling capabilities

Our practical experience and strong academic ties afford us access to the latest research methodologies, but we seldom use standardised, off-the-shelf models of measurement — preferring instead to develop unique, customised models to describe the complex relationships between the data and project-specific factors for each project. By taking this innovative high road, we’ve accumulated a track record of truly innovative approaches, tackling everything from simple marketing surveys to in-depth studies.

Questionnaire design The most compelling distinguishing factor of Consulta Research is the customisation of research questionnaires. Working through seven steps, our specialists harnesses an internationally acclaimed methodology to develop research questionnaires. Each one is tailor made to suit the project in hand.

Presenting the results

Our clients are presented with their results in one or more of these value-added packages:

• Via an Electronic Dashboard — or interactive screen visual — that displays graphical, at-a-glance depictions of the findings. Clients interact with the dashboard using a “drill down” facility that expands the areas they wish to investigate at the click of a button. The dashboard is loaded onto the client’s own server, placing company information directly into the company domain. This way, we can provide an interactive Dashboard solution attached to every channel, to enhance communication and the transfer of knowledge right down to the lowest levels of your organisation.


• Via Pivot tools, part of the Excel capability. These are highly innovative interactive tools that afford our clients a rapid “drill-down” capability, as well as cross-tabulation of any of the variables included in the survey. The combinations possible with this capability are endless, because it’s possible to cross-tabulate any of the variables with each other. Pivot tools also display “rolled-up” results per channel, segments, demographical region — or any other criteria available from the data. In addition, these tools enable our clients to identify any inconsistencies in the performance of different segments in each of the respective channels measured.


• Pivot tools include quality attributes (or statements) linked to specific service standards, service strategy and criteria to identify areas of improvement. This allows for alignment to practical guidelines for improvement and could also be used to track the achievement of objectives.


• Pivot tools not only include quantitative data, but also very detailed qualitative data in the form of verbatim commentary, actual suggestions and mention of remarkable service delivery. Customers’ qualitative data or verbal commentary can be categorised according to company-specific criteria to provide a more in-depth analysis (root-cause analysis) of the service problems and needs of your customers. The verbatim commentary or qualitative data is used in addition to the quantitative data, to identify any gaps between customers’ expectations and experiences.


• Consulta’s Pivot Tools solution includes a unique simulation tool, simulating different solutions to determine the most effective customer experience enhancing solution before implementation. Just like the Pivot tools, the simulation tool is aligned with quality statements linked to existing standards, strategies and criteria.


• Via Consulta’s propietary “What-to-fix”-solution. A “What to fix” tool points out the areas your employees should focus on to improve overall customer service experience. Tracking improvements in these areas can then be aligned with the performance measurement (Balanced Score Card or KPI) system, to ensure that it can be used to track achievement of the BSC objectives.