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DJS Research Ltd Promotes Charlotte Sykes to Research Manager
Mon, 29th Apr 2013
DJS Research Ltd is pleased to announce the promotion of Charlotte Sykes to Research Manager. ... Read More

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Market Research Insights

Android and iOS Account For Majority of Smartphone Operating System Market
Thu, 23rd May 2013
Figures from recent telecoms market research by IDC suggest that Android has moved ahead as the leading ......Read More
New Research Suggests European Smartphone Users Face Price Disparities Compared to UK
Thu, 23rd May 2013
New research in to smartphone tariffs has suggested that, in markets without a ‘maverick’ competitor – such ......Read More
Mobile Phone Users Calling For "Sponsored" Bills, Says Market Research
Thu, 23rd May 2013
Telecoms market research carried out by Guavus, a big data analytics company, has suggested that there is ......Read More
Survey Discovers UK Brands Struggling to Retain Customer Loyalty
Wed, 22nd May 2013

The latest Advertising and Media Market Research by Epsilon has discovered that UK brands are finding it difficult ......Read More
Survey Sees Majority of Britons Spending Their Summer Holiday Locally
Mon, 20th May 2013

Market research by budget hotel operator Travelodge, which questioned 3,000 British adults, has revealed that as many as ......Read More
Consumer Survey Reveals Highest and Lowest Rated High Street Brands
Fri, 17th May 2013

A new survey by consumer watchdog Which? has uncovered the best and worst rated High Street stores in ......Read More
Survey Analysis Shows Pirate Downloaders Also Buy the Most Online Content
Wed, 15th May 2013

A follow-up analysis of market research conducted by Government watchdog Ofcom has revealed some interesting results about pirate ......Read More
Electric Car Market Seems Unlikely To Accelerate, Suggests Research
Tue, 14th May 2013
Recent news in the electric car industry has led some analysts to voice disbelief in Barack Obama's target of ......Read More
Study Shows Western Europe's Main Dealer Count Declined in 2012
Tue, 14th May 2013
Research by ICDP (based in the UK) has suggested that the collapse in demand for cars in Western Europe ......Read More
Research In To Classic Car Market Reveals Top Twenty Most Endangered British Cars
Tue, 14th May 2013
New research released by HonestJohn.co.uk reveals the top 10 most endangered Biritsh cars. Of the 10 on the list, ......Read More

Needs Based Research Market Research

It has long been recognised that it costs less to retain existing customers than to attract new ones. It would seem to be obvious that if you fully understand what customers want from you, and are then able to provide it, you cannot lose – customers will be happy, buy more and be profitable.

In essence, effective customer relationship management ensures that the customer or service user feels that they are important, valued and that their needs are at the heart of your organisation. Through much of the customer satisfaction research that we have conducted, we have found the reality is often very different (as shown in the chart below).

Whilst in reality it is impossible to tailor your product and service for every single customer separately, it is vital that customers at least feel that they are important and that their needs are being met. We find that a successful customer satisfaction or customer needs project can help to re-address this balance and ensure that customers feel that their needs have been met.

To fully understand customer needs, we feel that there are 5 key stages (and we work with clients in all of these areas if needed):

Get key process owners involved upfront.
Ensure you know what is important to the customer before you measure customer needs.
Ensure that data is actionable.
Measure both tangible and intangible aspects of customer needs.
Putting actions into place and measuring performance over time.

Ensuring that data is actionable is a very important step in the process. At DJS Research we do not have any off the shelf techniques that drive our methodological suggestions. However, broadly speaking there are a number of different approaches that we can use: