Aurora Market Research are constantly looking to refine and improve the way we conduct research, and as a leading proponent of online research since 2002 we are pleased to share our knowledge and experience. Below is a list of recent articles and case studies from various publications, along with a few examples of our recent work.
Research Magazine article – Research Magazine publishes an article by Tim Phillips on Customer Feedback Programmes, featuring our Managing Director, Justin Alderson.
What Are Companies Doing to Close the Loop Between Customer Research, Customer Feedback and Customer Service?
Tim Phillips, in Research Magazine, April 2009
Market research conducted according to the MRS Code of Conduct, Justin Alderson reminds us, is anonymous. MR firms do not feed back to clients a list of customers who want their problem solved.
Yet Alderson, who is Managing Director of Aurora Market Research, is part of an MR industry that is built on helping clients to solve their customer problems. He's not about to tear up the MRS code, he explains carefully, but he does work with clients such as Air Miles that don't want to find out what they did wrong if it's too late to fix it.
Click here to read the article in full.
Marketingservicestalk article – Marketservices talk published an article by our Associate Director, Dan Kelly, on the importance of ensuring that low CPI offers from online panel providers are not coming at the cost of unbiased and representative.
Questions must be asked over low CPIs, says Aurora
It seems that with the credit crunch biting all around us, the world of online panels is also feeling the pressure.
Headline offers of discounted CPIs at seemingly cost or below-cost prices have emerged recently, as panel providers are fighting it out to gain new business. Now, this all sounds good for the research or sample buyer, but who is really paying the price for these offers?
The obvious answer is the panel companies, absorbing the decline in margins to try and gain new business.This may well be true, but there are other questions a responsible research buyer should be asking before leaping to take advantage of these offers.
Click here to read the article in full
Airmiles Case Study – Confirmit publishes a short press release detailing how Aurora Market Research has worked with Airmiles and Confirmit to utilise customer feedback research to identify sales leads and highlight key areas for improvement.
Miles Ahead of the Competition
A part of British Airways, AIRMILES is much more than simply a loyalty program. While miles represent the currency of the business, collection and redemption of AIRMILES drive the business forward. Members may redeem miles both via telephone and on the AIRMILES website. To improve business performance, the company needs to understand why customers who engage via each channel fail to book.
Its initial method of solving the problem was to treat it as a traditional market research exercise. This meant outsourcing to an agency, sampling a small subset of customers and treating all information in anonymous fashion. While this did provide some information that aided business planning, AIRMILES worked with its agency, Aurora Market Research, to implement a program that incorporated the voice of the customer into the business process, thereby adding another layer of value to the data already gathered…
Click here to read the article in full.
Some examples of our recent work:
Online shopper segmentation - Online survey across seven countries to understand and segment online shoppers.
Car insurance price comparison user segmentation - Online survey to segment users of price comparison website by behaviour and attitudes incorporating a full concept conjoint exercise.
Multimap partner survey - B2B survey to assess needs and attitudes of corporate partners.
Low cost airline customer satisfaction monitor - Continuous survey measuring satisfaction with booking and flights.
Media Company staff survey - Online survey of 1,500 staff across 95 departments and locations with analysis at an overall and individual department level.
Radio Advertiser benchmarking - Survey of key radio advertisers and end clients. Results presented to the client, the radio industry body.
Frequent flier direct mail evaluation - Assessment of appeal and likely response to direct mail offers among members of a frequent flier programme.