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					DJS Senior Research Manager first ever alumna to be invited to tutor at Research Academy
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					http://www.djsresearch.co.uk/news/article/DJS-Senior-Research-Manager-first-ever-alumna-to-be-invited-to-tutor-at-Research-Academy
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					Market Research Jobs at DJS Research – check out our latest exciting roles!
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						Want to further your career in Market Research? Fancy being part of a dynamic, forward-thinking, creative and (most of all) fun team? You're in luck as we're currently recruiting! We have a number of exciting opportunities at both our Stockport and new Leeds offices. 	 	Come grow with us ' a rewarding career at DJS Research	 	Since first opening our doors back in 2001 in Stockport, Cheshire, DJS Research has continued its year-on-year growth ' and we're now one of the leading market research agencies in the North West. We've also been named as 'One to Watch' by The Market Research Society in its Research Live Industry Report. 	 	Just last year we opened a second office (as we were getting pretty full in Stockport!) ' just over the Pennines in lovely Leeds. Our sister office will give us the space needed to continue our company expansion as well as continue to attract some of the hottest talent in the country.	 	'It's a really exciting time to join DJS Research', said Managing Director, Danny Sims. 'The new Leeds office means we can continue our company growth and offer clients a fantastic market research package with some of the top researchers in the industry.'  	 	Fancy knowing a little more? We're currently looking for talented researchers to join our friendly team. 		Market Research Jobs in Leeds and Stockport	 	Whether you're a budding researcher looking for a new challenge or a telephone interviewer with a talent for getting the best from respondents - we want to hear from you! Current job opportunities include Data Executive, Field Executive and Senior Field Executive, Researchers at various levels and Telephone Interviewers ' many of which are available at our Leeds or Stockport offices. 	 	If you have a passion for research and want to take the next step in your career, take a look at our current market research jobs and drop us a line! 	 			Get more DJS News: 			DJS Research nominated at the Sports Business Awards 2018 - alongside Leicester City FC!			 			Rise of the machines: Adopting AI and its impact on skills in the research industry			 			Jenna Allen, Research Director, joins DJS Research
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					Some learnings from one of this year's Behavioural Science-based Beesley Lectures
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											Written by Alex McCluckie, Associate Director. Contact Alex here			 						Nudging the water sector towards a brighter future?			Behavioural science and the water sector are two, once disparate areas, that are slowly becoming better acquainted with each other. Given the great impact that behavioural science has been having over the past few years (as evidenced by the Behavioural Insights Team or 'Nudge Unit'), this article's first sentence I would hope will be encouraging to many that work in the industry. To try and investigate further how behavioural science could be leveraged for the good of the water sector, on Wednesday the 10th of October, I jetted off from Manchester down to the Institute of Directors in London to attend one of this year's Beesley Lectures, succinctly titled: Behavioural science in water and energy markets: lessons for evidence-based policy making. 			 			The night was chaired by Dr Xeni Dassiou of City, University of London with the star attraction being a lecture given by Professor Robert Hahn from the University of Oxford. 			 			As appears to be customary at the conferences and speaking events I have attended of late, the session began with a quick overview of behavioural economics and its Nobel-winning popularisers, Kahneman and Thaler. After bringing everyone up to speed, however, Professor Hahn jumped straight into some meaty examples of nudges using real-world examples and demonstrated how insights from this exciting sphere have been harnessed across numerous areas within both water and energy.			 			Whilst it wasn't an all-encompassing overview of what can influence behaviour, part of the session did provide an interesting examination of some of the ways that Hahn's own field experiments have been altering behaviour, with the key tenet for this portion of the talk being that information matters! Indeed, as I have seen from my own work in the water industry, from asking customers about how acceptable they deem their water company's proposed plans for the next five years to be, to their willingness to support a social tariff, how information is framed can make such a difference. Let's take a look at some of Professor Hahn's examples...			 			Some work undertaken on behalf of British Gas that sought to understand how best to get people to take up smart meters provided support for the view that neoclassical economics doesn't always ring true. In this example, the researchers offered a randomly selected group of people a £5 voucher and a second randomly selected group of people a £10 voucher to take up a smart meter. Now firstly, it should be noted that these two monetary incentives resulted in a difference compared to the baseline (that is to say that the offer of a cash incentive did increase people's likelihood to take up smart meters) - nothing overly surprising there I hear you say! What was interesting however was the finding that there was absolutely no difference between the amount of take up between the two amounts, something that is contradictory to what classical economics would teach us; that we should expect more people to take up smart meters with the higher incentive. Now, why is this first snippet of information interesting? Well, imagine you are the operations manager for your water or energy company who yourself is attempting to increase the uptake of smart meters. Falsely assuming that doubling the monetary incentive would double (or at least relatively increase) the take up of meters would lead to a tremendous waste of money that could otherwise be put to great use elsewhere in the business! Can you think of a better example of why experimentation when planning an intervention is crucial?!			 			I should make clear, behavioural science isn't about throwing money at problems. It is about recognising that there are a number of mental biases that human beings tend to succumb to and that these biases can be utilised. One such way of doing this is by presenting people with information that is framed in ways that play on these biases.			 			For clarity's sake, let's take a closer look at two of these now:			 			bull; Loss aversion: is the principle that people react to losses more strongly than gains and they try to prevent losses more than they try to make gains.			 			bull; Social norms: is the principle that people want to be like everyone else and are heavily influenced by what they perceive everyone else is doing. 			 			These two biases have been utilised to influence people to behave in different ways across a range of sectors and industries and here Hahn demonstrated their power in the water sector specifically. 			 			The City of San Antonio, Texas wanted to motivate people to take up rebates for drought-resistant landscaping. To do this, they sent out letters that were framed in different ways but which utilised the aforementioned biases. For instance, asking people to take up an offer of drought-resistant landscaping because they are using more water than their neighbours uses a social norm frame which is different to asking people to take up an offer of drought-resistant landscaping because if they don't, they will lose this offer and by the way this is what your neighbours are doing in terms of consumption, which uses both the social norm frame and the loss frame. Interestingly, the combination of a social comparison and loss framing led to a 36% increase in take up of the offer relative to a benchmark letter that had neither framing effect applied!  Now there are a whole host of other fascinating titbits from this study that time and space restraints won't let me dive into here, such as how social norms alone may play better in some domains whilst loss frames alone may play better in others. However, I have included a link to the article here and I urge you to follow this up because it makes for some really interesting reading.			 			So what is the point here? Well, on the one hand, there is the fact that we know there are certain interventions that can lead to changes in people's behaviour and that the recognition and utilisation of various mental biases can help facilitate such changes. However, I think there is a broader point here and that is that experimentation and evaluation are key. Notice that the two examples I detail above each had a control plus various experimentation groups which due to the randomised design adopted allowed for a direct comparison of cause and effect that otherwise would have been lost. If you're thinking this is something of a 'stating the obvious' type of moment, then spare a thought for California... 			 			In 2015 California was in the sways of a worrying drought. So much so in fact that the Governor, in an attempt to sort this problem out, set about trying to achieve a 25% reduction in water usage by, amongst other costly things, adopting a turf removal programme. Now, these initiatives resulted in the Governor largely meeting his goal, however, there was a problem; there was almost no evaluation or experimentation of the effectiveness of these various programmes undertaken. What this meant was that they were effectively blind as to what worked best and what would work best should a new crisis/drought strike. As Hahn pointed out, it seems that this episode holds true to the phrase coined by Stanford economist Paul Romer: a crisis is a terrible thing to waste! 			 			So, have we found a solution to the myriad issues currently facing the industry?			 			Through experimentation and evaluation, can we slowly begin to form a perfect industry operating in the most efficient and optimum way imaginable? Really, the answer is no, at least not yet. It has been recognised for some time that different nudges work on different margins (although why this is the case is something that we're still trying to learn more about). The truth is, there is no complete theory of human decision making, but we are developing a toolkit that is growing stronger with time. 			 			Indeed, I am conscious that this article thus far has been relatively glowing about behavioural science's possibilities and I feel that in the name of balance it is only right to cover some of the gripes brought to the fore by the audience too. In fact, given the buzz that often follows any discussion of behavioural science and its potential impact, it was interesting to hear a couple of audience members question its usage given that its effects are often quoted as delivering relatively small percentage changes in whatever the target behaviour may be. This even led to a discussion around whether or not behavioural science's effects are at times oversold. Well, as Alex Plant of Anglian Water pointed out, small effects across a large population are probably still worth having and given that running such experimentation to establish how these small effects can best be brought about through skilfully crafted nudges is relatively inexpensive, they can still be well worth the effort.			 			Alex, in his role as respondent for the night's discussion, did provide a well thought through response to Professor Hahn's talk in which he held strong to the belief that we maybe shouldn't be drawn moth-like to the shimmering flame of behavioural science at the expense of traditional economics altogether. Rather, he claimed, we should think about those key tenets of competition regulation theory that have served us well in the past as, he claims, companies will still tend to act in economically rational ways. Policies that recognise this along with incentive-based regulation will still drive efficiency and can drive innovation in ways that deliver for all customers regardless of underpinning sub-optimum choices that may be being made by customers at the individual level.			 			And so to conclude, born out of a realisation that neoclassical economics needed a fundamental re-think, behavioural science does offer insights into how people can be nudged into behaving in ways that are 'good', however that may be defined, whether that be for themselves, the environment or society. 			 			It is well recognised that nudges have been working well in numerous areas of society and I see there to be no reason why behavioural science, if deployed effectively cannot play a really important role in promoting outcomes that are in the public interest in the water (and energy) industry. 			 			Indeed, as we are faced with the growing challenges of population growth and climate change, the fundamentals of evidenced-based policy are only going to increase, in both their appeal and their importance from initial diagnosis, to experimenting with RCTs and studying your outcomes through adequate evaluation and then looping back round to diagnosis. So, whilst no panacea, armed with the growing learnings from behavioural science, we are certainly entering into an incredibly exciting time within the industry of which we are only just beginning to scratch the surface of what seems, at least for now, to be vast possibilities. 			 			 			 	Get more DJS News: 	It was the best of climbs, it was the worst of climbs: A Tale of Three Peaks	 	Research Executives to complete Market Research Society Advanced Certificate	 	DJS Research proud to announce new Charity of the Year
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					http://www.djsresearch.co.uk/news/article/Some-learnings-from-one-of-this-years-Behavioural-Science-based-Beesley-Lectures
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					It was the best of climbs, it was the worst of climbs: A Tale of Three Peaks
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											By James Hinde, Research Director, email: jhinde@djsresearch.com			DJS walk the Yorkshire Three Peaks to raise money for the Thomas Theyer foundation...
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					http://www.djsresearch.co.uk/news/article/It-was-the-best-of-climbs-it-was-the-worst-of-climbs-A-Tale-of-Three-Peaks
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					Research Executives to complete Market Research Society Advanced Certificate
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												As a company, we always seek to invest in our staff to help them gain new skills, learn more about the industry and help them on their journey to further developing their market research careers. 			 			We have recently enrolled six of our Research Executives and Junior Research Executives on the MRS Advanced Certificate course with the Research Academy to develop their knowledge of market research and gain a solid grounding in research methods and practice as well as working towards an industry recognised degree-level vocational qualification. 			 			The course, which takes up to six months to complete, will ensure they receive the very best training to the highest MRS standard. And as they complete it alongside their daily DJS role, they can begin to apply the theory being taught to real-life situations encountered in the workplace.			 						 			Learning with The Research Academy 			 			DJS has chosen to use the Research Academy to help our researchers gain their new qualifications because of its passion for research and teaching and also at the recommendation of our Senior Research Manager, Rebecca Green, who is a Research Academy tutor for the post-grad diploma. 			 			Rebecca, who joined DJS Research in June was awarded the MRS Diploma in 2017 and impressed her Research Academy tutors so much, was invited shortly after to switch sides and help others undertaking the course. 			 			She believes enrolling Research Execs on the Advanced Certificate course will enable them to go far beyond mere technical learning, exposing them to a range of industry experts and enabling them to help each other throughout their learning journey.  						"I think it's great that DJS is committing themselves to a course like this," she said.   
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					http://www.djsresearch.co.uk/news/article/Research-Executives-to-complete-Market-Research-Society-Advanced-Certificate
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					DJS Research proud to announce new Charity of the Year
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												Following our recent charity of the year review, DJS Research is happy to announce that we will be supporting our new charity, the Thomas Theyer Foundation. 			 			A local charity, based in Buxton, the Thomas Theyer Foundation supports children and young people with additional needs or living in difficult life circumstances by giving them the opportunity to enjoy and benefit from outdoor activity breaks.			 			At DJS we strive to support as many local, national and international charities during our time at work, by participating in a variety of events. From voluntary days to fundraising events, the DJS team are always keen to get involved, and on 23rd September, a group of us will be taking part in the Yorkshire Three Peaks Challenge. This involves a 24.5 mile hike and more than 2,000 metres of climbing over Pen-y-Ghent, Whernside and Ingleborough -- and all within 12 hours! 			 			We're prepared to push ourselves both physically and mentally in order to raise awareness and money for the services that the Thomas Theyer Foundation offers.			 			One of our researchers, Alex Noden, gave her thoughts on the importance of our new charity:			 			"The Thomas Theyer Foundation is a local charity which supports children and young people with additional needs, and their families and carers, allowing them the opportunity to enjoy and explore the outdoors," she said. "Many of us here at DJS Research enjoy running, cycling, walking and other outdoor activities, and we are thrilled to support a local charity that provides that opportunity, and other outdoor opportunities, to those who are in difficult circumstances.  The first challenge is taking place in just a couple of weeks, and I'm sure there will be further fundraising opportunities over the next 12 months.  We look forward to supporting the Thomas Theyer Foundation through these activities!"			 			To help support our charity event, please visit and share our fundraising page: 			 			You can also follow our journey on Facebook where we'll post regular updates in the run-up to the Yorkshire Three Peaks Challenge.			 			Wish us luck! 	 	 	Get more DJS News: 	DJS Research in the national press: Water Matters survey makes a splash	 	A week in the life of a work experience student at DJS Research...	 	The water retail market turned one! Time to think about this fledgeling's future...
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					http://www.djsresearch.co.uk/news/article/DJS-Research-proud-to-announce-new-Charity-of-the-Year
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					A week in the life of a work experience student at DJS Research...
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							If you're looking for a work placement or a longer internship, DJS Research offers the chance to learn some new skills and get a feel for the market research industry in an exciting, friendly environment...	 	So what exactly do we offer?	 	Although there's no denying we love a good brew (who doesn't!), finding out who takes sugar and who likes their caffeine boost milk-free will not be high on your daily agenda; we've far too many other exciting opportunities for you to get involved in!	 	From working with our creative team and writing news insights to learning about the financial elements of the business and assisting researchers - we want you to have the chance to learn new skills and experience all that a dynamic market research agency has to offer. 				We've just spent a brilliant week with A-level student Nikki, who had the opportunity to work with a number of DJS staff to find out more about the inner-workings of a market research agency and work with us on some exciting projects, including learning to make an animation using digital software with our creative team. 
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					http://www.djsresearch.co.uk/news/article/A-week-in-the-life-of-a-work-experience-student-at-DJS-Research
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					As PR19 customer engagement draws to a close, our reflections
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								Written by Alex McCluckie, Associate Director. Email Alex here
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					http://www.djsresearch.co.uk/news/article/As-PR19-customer-engagement-draws-to-a-close-our-reflections
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					DJS Research in the national press: Water Matters survey makes a splash
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								A major piece of research conducted by DJS Research for the Consumer Council for Water (CCWater) has recently been a national talking point, featuring on a number of prominent radio and TV programmes. 			 			The Water Matters research sheds light on how the water services industry compares with other service sectors and focusses on the views that customers have in relation to fairness and value for money. 			 			It surveyed 5110 water-bill payers across England and Wales and covered a variety of topics including satisfaction with water services, sewerage services, company contact and bills.			 			The annual study found 92% of customers are satisfied overall with the service they receive (water services) and 88% are satisfied with their sewerage service. And while almost three-quarters agree that their water bills are affordable, perceptions of fairness are much lower, with 61% agreeing charges are fair. These views, say Water Matters, are strongly shaped by customer experience. 			 			 						 			For example, the customers who feel that charges are unfair are more likely to have contacted their water company in the last twelve months and are less likely to believe their water provider cares about them as a customer as well as being less likely to recommend them. 			 			The survey also found that while customers views in many areas have stayed broadly the same over the past 7 years, the perceptions they have around fairness are out of kilter with opinion in other areas.  			 			The Water Matters report recommends that water companies should work to bring views on fairness in line with satisfaction in other areas. Speaking on Wake Up to Money on Radio 5 Live, Tony Smith, Chief Executive of the Consumer Council for Water said: 			 			"Although 9 out of 10 customers like services they are getting, there is a big problem with customers' views about the fairness of the bills they are paying - that's about price rises, service issues, profits.' 			 			Responding to CC Water's Water Matters report, Water UK Chief Executive, Michael Roberts, said:			 			"Thanks to £150 billion of investment by water companies since the 1990s, customer satisfaction with water and sewerage services remains very high. However, we fully recognise that there is still more to do on other issues. Average bills are currently around £1 a day and have remained roughly the same for the last 20 years in real terms; while 6 out of 10 people see that as good value for money, we are determined to improve on that."			 			 			You can find highlights of the Water Matters report here, or access the full version	Get more DJS News: 	The water retail market turned one! Time to think about this fledgeling's future....	 	The reason for B2Being: David Marchant attends the B2B Research Conference in London	 	As PR19 customer engagement draws to a close, our reflections
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					http://www.djsresearch.co.uk/news/article/DJS-Research-in-the-national-press-Water-Matters-survey-makes-a-splash
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					The water retail market turned one! Time to think about this fledgling's future....
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											 			Back in April, the water retail market turned one. Data reported by Utility Week shortly afterwards estimated that about 4.5% of a potential 2.6 million supply points had been switched. Not surprisingly this is largely made up of IC and multi-site organisations.			 			Research we have recently conducted on behalf of some of the wholesalers has provided us with some interesting insights into how the first 12 months have been for the retailers.			 			General feedback seems to be that things have gone as well as can be expected. Inevitably there have been some teething problems with the quality of data retailers have received from the wholesalers. Another issue is the array of portals being used by the wholesalers. Retailers can be logging into 10 different portals to check notifications and can have 10 different forms to complete depending on which wholesaler they are dealing with.  			 			Overcoming these data issues is distracting some retailers from customer acquisition and thinking about how they can add value in what is a low margin industry. Some are looking for more collaboration from the wholesalers in this area. 			 			Going forward, it will be interesting to see how the wholesaler-retailer relationship evolves and whether they do come together to offer more added value services to non-household customers. 			 	Get more DJS News: 	The reason for B2Being: David Marchant attends the B2B Research Conference in London	 	School of thought: a little insight can go a long way!	 	Drive up customer satisfaction and loyalty through improved employee engagement
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					http://www.djsresearch.co.uk/news/article/The-water-retail-market-turned-one-Time-to-think-about-this-fledglings-future
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					The reason for B2Being: David Marchant attends the B2B Research Conference in London
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											Written by David Marchant  Associate Director.  Email David here			 			Once again, B2B market researchers flocked to London. The MRS were hosting the annual conference dedicated to business-to-business research. 			 			It meant an early start. The 6:43 from Stockport would get me to London's gateway to the North - London Euston - with plenty of time to spare. Time enough to saunter down Gower Street in the early morning sunshine, past the sprawling UCL campus and the gaggles of studious types spilling into its buildings, beyond RADA the home of dramatic arts and into the shadow of the imposing British Museum. Just beyond, lay The Radisson Blu, our venue for the day.			 			Chaired by the effervescent Richard Young, our appetite was soon wet as he not only referenced the debates B2B research is to play a key part in: From changing business models to Brexit and digital technology, B2B research would be pivotal; but hinted at things to come ' brownies in the first break of the day!			 			The opening panel discussion introduced the importance of reputation, brand equity and social purpose for today's business leaders - a subject that would run like a red thread through the conference. 			 			Set against the backdrop of 'striving to build currency' with customers, and 'striking a chord' with staff and other constituent parties, Jo Ouvry of Deloitte outlined their need to develop a 'reason for being', a sense of belonging and purpose, to drive business decision making and strategy. Indeed, it was the term 'purpose' that would be the basis of our first noteworthy statistic of the day: Higher purpose businesses are five times more profitable than lower purpose businesses! 			 			Pampers and Gucci, Tesla and Cummins were referenced as brands with great purpose, vision and equity. But what did this mean, and how would we measure purpose, and maybe more pertinently, what did Millennials think about it? 			 			For it was from the perspective of Millennials that much of our insights were to be gleaned. We dissected them in every which way, looked at them from every angle. How do Millennials judge businesses on their ability to do good? How do they take surveys, and engage with technology? We assessed their skill sets, their attitudes and potential. We even let them lead our roundtable discussions. Their aspirations were discussed in the context of B2B research providers and B2B buyers alike. The latter quite pertinently, as 1 in 2 research buyers is a Millennial. 			 			Jemma Ahmed, a Millenial at Etsy introduced us to research techniques and approaches used in the engagement with micro enterprises ' a sector gaining in importance exponentially, with the gig economy in the UK accounting for 14 million people. Jemma left us with an array of vivid images ' depth interview settings ranging from campervans, to garden sheds and one bed flats; patting dogs and stroking cats while their respective owners trawled the breadth of their knowledge to respond to questions that only they - the sole decision makers of their micro-businesses - had the answers to. Ethnology and visual techniques, but above all variety and agility are required to accommodate for these respondents' values and unique business models. 			 			From occasional digression into B2B2C to unashamedly and overtly dabbling in B2C, Richard's pertinent rebuke - 'We're at a B2B Conference, is there a B2B angle to this?' - steered us slowly but surely toward the conference's true purpose, culminating in two excellent presentations, oozing sheer, unadulterated B2B research at its finest. The first - co-presented by B2B International and the multi-billion pound Aussie insurance business QBE - a multi-faceted customer mapping exercise with insurance decision makers in the construction sector, involving both brokers and end-users. Yes, we had gone B2B2B, and we were loving it, applauding with vigour. 			 			The second ' co-presented by Sign Salad and Diversey ' a memorable demonstration of the power of semiotic insight. Diversey, a global supplier of cleaning products and services, crippled by numerous takeovers and resultant employee disengagement and a lack of purpose, invested in a rebranding exercise that created emotional resonance with audiences, stakeholders and customers (business customers, of course!). It found its purpose as the business that protects and cares for people every day.			 			I left before the final presentation on the use of scent in retail, involving scratch and sniff cards. But I did wonder about the links to B2B. Indeed, I left for the North with a key question unanswered - had the MRS B2B Conference found its raison d'ecirc;tre? Does it have a high purpose, a purpose relevant to its constituent parties, to B2B researchers? I think there's a fair way to go on our own brand journey. B2C research was too frequently held up as the reference point for B2B research, and at times the context of a B2B conference was lost entirely to B2C matters. The lines were frequently blurred, and subconsciously and invariably, but IMHO unfairly, B2B was positioned as the poorer brother to B2C. 			 			It is true, an increasing number of presentations at this year's conference were more obviously B2B, and research techniques such as the use of video research to build empathy and engagement with retailers, online analytics to improve customer journeys amongst Bestway's technophobic buyers, and semiotics in a drive to emotionally engage with stakeholders, were both interesting in and of themselves, but more relevantly profitable for the businesses eliciting the respective services (Camelot estimated increasing engagement with retailers to be worth £50 million). We're on the right track! But we would do well to build on a few key takeaways from the panel dedicated to upskilling B2B researchers.			 			B2B is distinct from B2C. We (B2B researchers) solve business problems, we don't just answer research questions. We're consultants. Yes, we use the full arsenal of research methods and techniques at our disposal, but our clients (usually) couldn't care less. Research techniques are merely vehicles to answering strategic business objectives, no more. Yes, our audiences have the same common denominator - they are humans and consumers, but they operate in very different environments, subject to unique pressures and responsibilities. Their decision-making units are often extensive and complex, and their decisions result in significant financial investments. B2B is not B2C.			 			But most importantly, to all you Millennials, Generation Xers and Generation Zers, B2B research (IMHO) is more rewarding.	Get more DJS News: 	School of thought: a little insight can go a long way!	 	Drive up customer satisfaction and loyalty through improved employee engagement	 	In It To Win It - The Sports Business Awards 2018
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					Drive up customer satisfaction and loyalty through improved employee engagement
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								 			Written by Jenna Allen, Research Director and Employee Engagement Research Lead. Email Jenna direct here.			 			There is a huge body of evidence demonstrating the link between improved employee engagement and increased motivation, commitment and passion from employees, which in turn drive improved business outcomes and competitive advantage.			 			Engaged employees are more customer centric, take less time off through illness, proactively seek to improve and innovate in their role, make fewer mistakes and put in greater discretionary effort to help their business meet its objectives.			 			In fact, research conducted by the Institute of Customer Service in 2017 ('The Customer Knows') found that a 1pt increase in employee engagement leads to a 0.41pt increase in customer satisfaction.			 			In addition, the key behavioural benefits of employee engagement were identified as discretionary effort, empathy and personal connection with customers. They concluded that employee engagement needs to be seen not as merely a survey or a discretionary set of actions, but a key business asset with definable ROI.			 			Our team of employee engagement and customer satisfaction specialists regularly deliver integrated Voice of the Customer and Voice of the Employee research programmes. Our insights help businesses to identify how to improve customer satisfaction through employee engagement and to continue to monitor and evaluate their ongoing engagement activities.   			 						 			 			   			 			To find out more, contact Jenna Allen, Research Director here			 	Get more DJS News: 	In It To Win It - The Sports Business Awards 2018	 	DJS Research reaches historic milestone surpassing £5 million annual turnover	 	The best laid plans of rats and men Gang aft a-gley! A tale of hardship, flapjacks and glory at the Rat Race Dirty Weekend (12/5/2018)
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					School of thought: a little insight can go a long way!
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								Written by Sebastian Smith Research Executive. Email Seb direct here.			 						 			During my time here at DJS Research, I've worked with several clients in the education sector, most recently on a project that looks into the wellbeing of teachers and school staff for a charity. Having worked in schools myself and experiencing the pressures our educators face first-hand, this kind of project acts as a reminder as to how important it is to provide help and support wherever we can. With this is mind, I jumped at a recent opportunity to support a local primary school in their business endeavours. 			 			The children of Buxworth Primary, located just 10 minutes away from DJS Research's head office in Strines, are getting their first taste of what it takes to start a business through the 'Fiver Challenge'.			  			So what exactly is the Fiver Challenge?   			 			Pupils receive a £5 pledge and are tasked with setting up a business or creating a service from scratch, including some all-important market research to ensure they're giving their customers what they want. Here at DJS, we recognise the impact local businesses can have within the wider community, and so last week Ali Sims and I went to share our knowledge on the subject and get these young entrepreneurs thinking!			 			Through an all-inclusive session, the children were introduced to key considerations such as; who is your customer? What do they want? What makes your product stand out from the crowd? We helped them to think about new question styles and types; how to develop a well-structured questionnaire, and use engaging presentation styles to effectively display their findings.			 			After listening to the children's thoughts on what they might ask potential customers, we were delighted to have their superb and innovative ideas shared with us ' from custom-made bookmarks to rentable Segway's and an array of unique sweet-treat stands, we could soon be seeing the next Alan Sugar in the area!			 			We wish everyone at Buxworth Primary School all the luck in the world and look forward to hearing all of your success stories down the line.			 			The bigger picture: from education to employment			 			Of course, engaging with local schools is worthwhile in itself, but as a company, we strongly believe in getting out into the community and encouraging entrepreneurism, and helping to develop the skills needed for employment.			 			The national skills deficit is well publicised as businesses are finding it increasingly difficult to recruit workers with the right skills. This is particularly the case in market research, so anything we can do to encourage young minds into the insight industry is a positive!			 			For those of you who are a little older, we regularly welcome in high-school pupils, college students and graduates for work experience or internships. Some of these go on to work with us full-time via our Junior Research Executive scheme, which is open now for applications.			 			Who knows, perhaps we'll be welcoming a few alumni of Buxworth Primary in a few years' time!			 			If you're interested to hear more about the early stages of a career in market research, feel free to drop me an email at ssmith@djsresearch.com			 	Get more DJS News: 	Drive up customer satisfaction and loyalty through improved employee engagement	 	In It To Win It - The Sports Business Awards 2018	 	DJS Research reaches historic milestone surpassing £5 million annual turnover	Written by Jenna Allen, Research Director and Employee Engagement Research Lead. Email Jenna direct here.Written by Jenna Allen, Research Director and Employee Engagement Research Lead. Email Jenna direct here.
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					In It To Win It - The Sports Business Awards 2018
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								Written by Christian Easdown, Senior Research Manager. Email Christian directly here.			 						 			On Friday 1st June, I had the pleasure of attending The Sports Business Awards in London. Only in its second year, the awards have already received the accolade of 'Best New Awards Ceremony in Business' (I know ' who knew that there were award ceremonies for award ceremonies!).			 			Conceived to celebrate the work and achievements of businesses who serve the sports industry, it was a real opportunity for us to showcase our recent work conducted for Leicester City Football Club, and even, possibly, pick up a bit of silverware!			 			The Research Project...			 			So... what took us to the awards? In 2016 we were commissioned by Leicester City Football Club to undertake a programme of research with the objective to engage with disabled fans, stakeholders and experts and gain insight and understanding into the experiences of disabled fans to improve accessibility at King Power Stadium.			 			This fascinating piece of work involved focus groups with frequent match attendees and non-attendees as well as a number of ethnographic immersions involving researchers accompanying disabled fans to matches to understand first-hand experiences.			 			I know what you're thinking ' we just wanted to go and watch the football, but who I am kidding? I'm a Manchester United fan! That said, our Managing Director, Danny Sims, who is a Leicester City fan, was more than happy to 'volunteer' to do some of the research (purely in a professional capacity ' of course!).			 			The findings...						 			The research threw up some interesting points for the club and provided valuable insight into the experiences of disabled fans, and how these could be improved. Stuart Johncock, Head of Supporter Engagement at Leicester City Football Club, said :			 			'The findings provided us with a clear action plan in terms of the areas that required most improvement and these changes have now been implemented at King Power Stadium. Thank you for all the hard work and passion that went into the work.'			 			A number of months later, Danny emailed me saying he'd come across The Sports Business Awards and felt our research was worthy of a shot. I emphatically agreed, and we started preparing our entry.			 			After all, you've got to be in it to win it.			 			The Sports Business Awards 2018 - the ceremony 			 			I attended the event with Danny, and Simon Driver, a Research Director at DJS, as well as the team we worked with at Leicester City FC - Stuart, Jim and Liam.			 			As we arrived, we were presented with our welcome pack which included the delegate list. Awash with representatives from several Premier League clubs, National Governing Bodies and some fantastic sports charities, it was, quite frankly, a sports fan's dream. It also included a list of all the awards and finalists, of which we had been shortlisted into two categories, 			 						Best Fan Engagement Programme					Best CSR or Community Scheme				 			Following a brief drinks reception, we were invited into the main room where lunch would be served, followed by the ceremony itself. 			 						Now, my experience of award ceremonies is relatively non-existent, but I must admit I was pretty impressed. The event had an undeniable professional feel, with forty or so round tables sat at the foot of a large stage and a single podium placed prominently in the centre.					 					 					Move over BAFTA, this is the real deal.					 				 						 			We were served lunch, and then it was show time. First to the stage, and to a round of rapturous applause, was broadcasting legend, Hazel Irvine, announced by the infamous voice of Strictly Come Dancing and the National Lottery- Alan Dedicoat! (Google him, you'll know who I mean.)			 			The stage was set; our categories were the fourth and twelfth due to be announced... 			 						And the result...					 					Given that each category had on average eight finalists, a bronze, silver and gold award was to be announced. 					 					As the turn came for Best Fan Engagement Programme, we sat stiffly in our chairs (not unlike conscientious school children) and let out a big cheer when our name was called out. But alas, for this category at least, it wasn't meant to be. We valiantly clapped the deserving winners ' The English Football League.					 				 						 			 			One more shot to go...			 			It wasn't before too long that it was time for category twelve; Best CSR or Community Scheme. We were up against some really tough competition including Huddersfield Town, Newcastle United, Everton and West Ham, to name (drop) a few. Once again we cheered as our entry was read out -- perhaps with even more energy and intent than the first time!			 			'And in Bronze we have... DJS Research  Leicester City FC: Improving the Match Day Experience for Disabled Fans'			 			Cheers erupt from table 32! Bronze!  Result. 			 			 			Of course, everyone wants to win, but from our point of view, it is a huge honour to be recognised for our work, especially given the competition and the high profile judging panel (which included ex-pro athletes such as Colin Jackson, Sally Gunnell, Lawrence Dallaglio and not to mention a number of National Governing Body CEOs).  			 			We even got a piece of silverware...			 			 			We would like to say a huge thank you to the team at Leicester City and especially all the participants who took part in the research. 			 			Third place means a Champions League spot, after all.			 	Get more DJS News: 	DJS Research reaches historic milestone surpassing £5 million annual turnover	 	The best-laid plans of rats and men Gang aft a-gley! A tale of hardship, flapjacks and glory at the Rat Race Dirty Weekend	 	Uncharted Territory: a story about using dashboards as a tool for finding 'the one'
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					DJS Research reaches historic milestone surpassing £5 million annual turnover
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						 	What started out as a family-run business with a garden shed as its HQ ' has just recorded an annual turnover of £5.2 million.	 			It has been a record-breaking 12 months for DJS Research, with the company achieving double-digit growth for the 12th consecutive year, as well as opening a second hub in Leeds to support its Stockport head office (no longer a shed, but a multi-storey build in leafy Strines).		 
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					The best laid plans of rats and men Gang aft a-gley! A tale of hardship, flapjacks and glory at the Rat Race Dirty Weekend (12/5/2018)
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								Written by Rebecca Bennett Senior Research Executive			 			Early challenges			 			We had planned for this, we had been drilled... But ALAS! Within 15 minutes of setting off, unexpected challenges hit us like harsh blows: forgotten IDs, tummy bugs, failed rendezvous and vexing car problems conspired against us. We were already one team member down and we hadn't even left Cheshire ' not a great start! But as we tumbled down to Stamford, Radio 1 DJ Dev lifted our spirits with an actual shout out and we felt that things could only get better. WE WERE FAMOUS! 			 			A couple hours later we arrived at Burghley House for Rat Race Dirty Weekend; a legendary 150 obstacle, 13-mile long course through green fields, muddy forests and large reservoirs.  The team consisted of some of DJS' core athletes (who are we kidding?!): Danny the MD, researchers Kelly, Becca B, Christian, Claire P, Hannah, Alex M and Simon, and last but not least Steven, solely representing the Ops department. 			 			After overcoming the first tricky puzzle of the day (how to effectively attach a square timing chip to your shoe lace), we were herded like rats into a festival-like tent that smelt of wet grass and nerves. We were greeted by Mr Motivator Keith and his army pals 'Craig'  'David' (was this a joke? We weren't quite sure...), who got us physically and mentally warmed up for the race.			'AREEEE YOOOOU READYYYY?!'			'YES, KEITH!!'			 			And then we were off!			 			'I really hope there isn't too much running...' sighed Hannah, not even 500m into the course, quite clearly already regretting the day she signed up.			 			But it all started well; like children gaily running through the wheat fields, we strode over hay bales, crawled under nets, bounced on yellow space hoppers and waded through ball pools. There was even a human sized laundrette full of muddy bubbles and hysterical rat racers! The weather was cloudy and warm, but not too warm, and the bucolic surroundings of gorgeous country halls, yellow fields and farm animals grazing put smiles on our innocent faces. 'This isn't going to be so bad!', we thought... (...like fools)			
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					http://www.djsresearch.co.uk/news/article/The-best-laid-plans-of-rats-and-men-Gang-aft-a-gley-A-tale-of-hardship-flapjacks-and-glory-at-the-Rat-Race-Dirty-Weekend-1252018
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					Uncharted Territory: a story about using dashboards as a tool for finding 'the one'
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								Written by Kate Slater, Research Director.  Email Kate direct here.
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					http://www.djsresearch.co.uk/news/article/Uncharted-Territory-a-story-about-using-dashboards-as-a-tool-for-finding-the-one
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					Musings of a young utilities researcher after attending the 2018 Twenty65 Conference...
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											Written by Beth Wiles, Research Executive.			 			The prominence of its work in the Water Sector was the attraction for me to join DJS Research in June 2017, following my graduation from the University of Sheffield. Since joining, I've worked for clients such as Yorkshire Water, Severn Trent, Affinity Water and United Utilities and was thrilled to be offered the opportunity to soak up the latest cutting-edge research developments in the Water Industry at this year's Twenty65 Conference - just a short train ride away in Manchester, with our Associate Director, Alex McCluckie. 			 			Certainly, the mantra of being able to supply clean, safe water for all was a key issue mentioned at the conference. Interestingly, despite the examples given from Spain, Morocco, India and Iraq, whom are all at risk of major shortages as reservoirs shrink, closer to home, reports of a giant 'Fatberg' in the sewers of the South of England have emerged. A lack of clean, safe water are issues which seem to rarely cross customers' minds when they switch on the tap - and a theme which presents itself time and time again in our research. You only realise the importance of water if, and when, you have a supply issue!			 			'The Value of Water'			 			Rather fittingly, the theme of the day was 'the Value of Water', which kicked off with some prominent keynote speakers in the Industry. First up was Angela Smith, MP, the Co-Chair of the Parliamentary Water Group, who raised some interesting points regarding the spatial planning system and the place for sustainable government policy, closely followed by Tony Smith, the Chief Executive of CCWater. They were joined by Adrian Rees, the Director of AECOM, and Ali Browne, a lecturer at Manchester University for a lively panel discussion around their proceeding topics, particularly the role of both the government and regulatory bodies in both saving water and reducing flood risk.  			 			Panel sessions: water efficiency 			 			The afternoon then broke off into a choice of five panel sessions. I chose water efficiency, an area central to my work at DJS and heavily reliant on effective customer engagement. The first session was from Claire Hoolahan of the University of Manchester. The session raised a number of interesting points around the challenges of engaging in customers' complex, but ordinary, domestic routines. Another Water Efficiency session was delivered by Fatima Ajia, a PhD researcher at the University of Sheffield, who has been researching public engagement in partnership with Essex and Suffolk Water. One of her key arguments was that information about saving water should be delivered by a plumber in the relevant place in the home. For example, providing information about shower timers in the bathroom and washing-up in the kitchen, to increase recall of the activity in day-to-day life. There was also some lively discussion from the audience about the use of qualified plumbers or 'technicians' to install water saving equipment, raising the ever present question of cost vs benefit to the customer.			 			The afternoon rounded off with three discussions about Infrastructure at the Household Scale. The first, delivered by Rizwan Nawaz, discussed whether water smart metering was worth the effort, suggesting many studies have had different outcomes as to their effectiveness. Perhaps, once again, customer engagement is the key here as we have received qualitative feedback in our own deliberative sessions showing how smart meters can bring with them a certain novelty value that can, with time,  wear-off -  leading to that same snazzy meter finding its way to the 'sock drawer'. 			 			All in all, the conference provided a valuable view into the latest goings on in the water industry. Alex McCluckie, one of our Associate Directors along with Garry Sanderson, a behavioural scientist from Visualyze Solutions even continued this theme of the new and the exciting by co-presenting a session on how behavioural science can be best harnessed in the industry both with customers and operationally ' something that we see as a big developing niche within the industry.			 			I'm already looking forward next year's conference and hearing more about the ever changing developments in the industry.  	Get more DJS News: 	Market Research Jobs at DJS Research ' check out our latest exciting roles!	 	DJS Research nominated at the Sports Business Awards 2018 - alongside Leicester City FC!	 	Aura Awards :: DJS Research Nominated for Trusted Partner Aura Award
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					http://www.djsresearch.co.uk/news/article/Musings-of-a-young-utilities-researcher-after-attending-the-2018-Twenty65-Conference
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					Being well means working well: boost productivity through a culture of wellbeing
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											 			Written by Jenna Allen, Research Director and Employee Engagement Research Lead. Email Jenna direct here.			 			As I write this article in the lead up to Mental Health Awareness Week (14th-20th May 2018), I reflect on my own past experiences in the workplace. In so many ways my work positively influences my health and wellbeing ' it gives me a sense of purpose and identity, it is challenging and rewarding, and as a researcher, it provides huge variety.			 			Yet, like so many people across the UK, the culture of a workplace and my own desire to achieve has in the past had a significant impact on my wellbeing. It is only looking back now that I can connect the symptoms I experienced with the excessive pressure I was under. Being in a constant state of fight and flight it is inevitable that it will take its toll on your body and mind.               			 			This is not uncommon. 			 			In fact, a study by Cascade HR found that four out of five UK employees describe stress as a 'way of life', and figures by Health and Safety Executive state that over half a million people are experiencing work-related stress, depression or anxiety. 			 			More alarmingly however, the government-commissioned Thriving at Work report found that up to 300,000 people with mental health problems lose their jobs each year (a rate far higher than those with a physical health problem), and staff turnover, sickness and lost productivity resulting from poor mental health costs the UK economy £99bn per year; £42bn of which is borne by employers. That's £1,300 for every single employee! 			 			The issue deepens when we explore further. In the NHS, 91,000 staff have taken at least a month off work due to stress since 2014, with a 19% increase in long-term stress-related absence over the same period. The CIPD Working Lives Survey identified mid-level managers as the most at risk ' calling them the 'squeezed middle' - as they battle with the integration of strategic and operational requirements. According to the Department for Education, classroom teachers and middle leaders work on average 54.4 hours a week, including the weekend.			 			Recent studies have also found that presenteeism has tripled since 2010, with 86% of people surveyed now saying they have observed colleagues coming to work who are ill in the last year (up from 26% in 2010), whilst 69% report observing leavism (where people use their leave to catch up on workloads) (Health  Wellbeing at Work, CIPD/Simply Health 2018).			 			As a nation we are placing more importance on hours spent working, rather than the results achieved. This is a dangerous situation when coupled with the increasing pressure and uncertainty surrounding Brexit, job roles changing (and disappearing) as AI and automation grows, and the blurred lines resulting from radically shifting working patterns and 'always-on' tech-fuelled cultures. 			 			Encouragingly, the debate on this topic is widespread and awareness is improving. 			 			Businesses are recognising their part to play in improving the health and wellbeing of their workforces. The 2018 Deloitte Global Human Capital Trends Survey found that 36% of UK businesses offer 'beyond the traditional' programmes (including mindfulness, life balance and financial fitness) and 36% offer mental health counselling programmes (comparing favourably to the 21% global average).			 			It is hardly surprising when you consider the business case for improved wellbeing. A 2008 PricewaterhouseCoopers report found the prime benefits to businesses are cost savings arising from improved sickness absence and employee turnover, fewer accidents and injuries, and better employee satisfaction and engagement. Likewise, there is widespread evidence of the link between improved wellbeing and job performance, efficiency and productivity. The CIPD and VitalityHealth survey found that healthy, highly engaged employees are on average up to 30 days more productive.  			 			Whilst progress is being made, a lot more still needs to be done. The key is for wellbeing to be seen as a priority in businesses, embedded into its culture and day to day operations. It needs to be something that is driven from the top, not just a transactional tool owned by HR, and businesses should adopt a values-based model of operation with EQ-skilled 'emotionally intelligent' managers. An evidence-based approach should then be taken to monitor what factors impact on wellbeing within individual businesses and the relative measures of success of wellbeing programmes. 			 			Author: Jenna Allen, Research Director			DJS Research			Employee Engagement Research			 	Get more DJS News: 	Market Research Jobs at DJS Research ' check out our latest exciting roles!	 	DJS Research nominated at the Sports Business Awards 2018 - alongside Leicester City FC!	 	Aura Awards :: DJS Research Nominated for Trusted Partner Aura Award
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					DJS Research nominated at the Sports Business Awards 2018 - alongside Leicester City FC!
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							 	We're excited to announce that we've been nominated for two awards at the Sports Business Awards 2018, alongside Leicester City Football Club, who we worked with on a piece of research last year. 	 			The research sought to engage with fans to better understand the experiences of disabled supporters on match days at the King Power Stadium, as well as look at how accessibility and services could potentially be improved. 			 						As a direct result of the research, changes have now been made to improve the ground and its facilities. 					 					'Since the research has taken place I have noticed a number of improvements at the Club," said one Leicester fan.				 						"The toilets are very accessible now because of their size and the grab rails. The stewards are also second to none with their caring attitude. But for me, now having a parking space close to my entrance is incredible - it has absolutely turned things around for me. I'm now not stressed and anxious on match days. Well done Leicester City for listening and acting...' 					 					 										As well as improving match-day experiences for fans, the research has also earned us nominations in two categories for Best CSR or Community Scheme and Best Fan Engagement Programme at the Sports Business Awards.					 					 'As a supporter of Leicester City Football Club, it has been very exciting to work on this project ' especially as we knew it could potentially make such a difference to the experiences of disabled fans,' said Danny Sims, Managing Director of DJS Research.					 					'To know that because of the research, changes have now been made to help improve facilities and accessibility is just fantastic. And of course, to be nominated for the Sports Business Awards alongside the Club is just incredible!'							The Sports Business Awards ' more about our nominations...			 			After launching last year, the Sports Business Awards seek to honour the hard work and achievements of the many dedicated contributors who help make 'sporting success possible', including organisers, designers, marketers, suppliers and the many other companies working behind the scenes. 			 			The winners will be chosen by an esteemed panel of judges from the world of sport including CEOs and former top-flight athletes. One of the judges, and World Champion athlete, Sally Gunnell, said:			 			'I'm pleased to be part of such a distinguished judging panel. It is so important to recognise the people behind the scenes who actually make sport tick, both at grassroots level and professionally.' 			 			The winners will be announced at The Brewery in London on Friday 1st June, 2018.						 
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