Customer & audience market research

Developing a deep understanding of your evolving customer base, and wider target audience, is essential if you're striving to deliver meaningful customer interactions and authentic engagement and drive long-term growth. Your customers may come and go, but the impact of the journey they take and the experiences they have along their way can be significant and far-reaching.

At DJS Research we craft bespoke solutions which provide customer clarity and actionable audience insight, helping organisations optimise consumer touchpoints to elevate their customer engagement strategy and capitalise on opportunities presented by new markets. As audience specialists, we view the needs of your new, existing and future customers as equally important, affording these groups the same care, attention and respect.

To quote Mahatma Gandhi, “a customer is the most important visitor on our premises” and this echoes the sentiment of our own approach which places audience needs at the heart of our research solutions, as the most important element, to deliver inclusive and accessible outputs. Or, if you prefer the brutality of an American business magnate, Walmart founder Sam Walton once declared; “There is only one boss – the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

Read on to explore how DJS Research can help you better understand your real boss – your customer – and deliver the insight you need to help prevent them from taking up a permanent position elsewhere. Or contact us today to talk to one of our research specialists and discover how we could become an invaluable extension of your team.

Learn more about our customer & audience research capabilities

Customer experience

Whether your customers engage with your products or services online or in person, their experience isn’t shaped by a single virtual or face-to-face interaction. Effective customer experience (CX) research drills down into the impact of, and interplay between, the many variables that shape perception, satisfaction and loyalty. From pre-purchase consideration through to aftercare and beyond, click to discover how we can help you unpick the reality of your CX and drive positive improvements.

Customer journey

A clunky, frustrating customer journey can generate complaints, reduce satisfaction levels, increase churn and – worse still – prohibit new sales; acute journey issues can lead potential customers to abandon their purchase altogether. Effective market research to examine your customer journeys end-to-end can identify strengths and pain points to help you optimise your processes and customer handling to drive tangible business benefits. Click to read more about elevating your customer journey with DJS Research.

Customer profiling & personas

Audiences are simply collections of individuals and any organisation that assumes its target market is homogenous will never achieve its full potential. There is no ‘one size’ group that ‘fits’ a product, brand or service and understanding the true diverse nature of your audience can unlock business growth. Read on to discover how our audience experts utilise a range of techniques to profile customer groups and build rich and authentic market research personas to help you maximise your growth opportunity.

Customer satisfaction

If your existing customers aren’t satisfied, the chances are your future customers – if they’re not deterred by poor reviews that is – won’t be either. Authentic customer endorsement, through feedback, peer-to-peer recommendations and positive word of mouth, can be priceless for brands, products and services and, by the same token, the reverse is true; the negative experiences of dissatisfied customers can have a lasting, detrimental impact on business growth. At DJS Research we devise tailored solutions which help businesses to understand, measure and improve their customer satisfaction rates to improve performance – click to find out more.

Lost account research

Effective lost account research analyses the specific conditions, factors and experiences that led a customer to disengage or break ties with their service provider. It aims to discover not just ‘why’ an account was lost but, vitally, ‘what can be learned’ from the process. We help businesses understand what’s really fuelling loss and churn, engaging their lost customers and clients with care and respect to analyse what went wrong and determine how error traps could be avoided in the future. Read on to find out more.

Segmentation

Taking the time and care to understand your customers, and demonstrate this understanding, is vital to build strong, genuine customer relationships. Recognising and appreciating the diverse groups within your customer base enables you to tailor not only your services and products but also your communication style and messages to suit their needs. We build detailed market and audience segmentations to help our clients truly understand their customer base to maximise long-term engagement.

Usage & attitudes

As categories and product lines grow, pathways to purchase diverge and even payment platforms evolve, achieving business ambitions to stand out in a competitive crown becomes harder than ever. Research into customer usage and attitudes can help organisations size and profile new markets, identify what resonates most with their target audience and take direction from usage patterns and consumer needs to strengthen their position and offer. Read on to discover more about this powerful strand of customer market research.

Why partner with DJS Research?

We build small, director-led, teams of sector experts who are with you from brief to debrief. As an employee-owned company, every one of us is invested in delivering quality, value, and long-term impact.

From agile testing to deep-dive strategic studies, we design research to meet your specific objectives. The agility of our in-house operations team and strength of our UK-wide recruiter network enable seamless execution at scale.

Our sector-focused teams have decades of experience understanding audiences and the complexities of the markets in which our clients operate. Working collaboratively we deliver actionable insight which drives positive change.