What we are offering
Big decisions are hard to make on instinct. They are harder still to defend to a board or a funder. We start with the decision you face and what you need to know to make it with confidence.
Some questions need a large survey. Others need twenty good conversations. If the answer is already in data you hold, we will show you where to find it.
We study customers, brands, markets and competitors. We also study the communities, members and people that organisations serve.
Customer and Member Experience Study
When you need it: you want to know how customers or members rate your service, and why some leave.
What you get: satisfaction and loyalty scores, the reasons behind them, and a ranked list of what to fix first. You also see which customers or members are most likely to leave.
Staff Engagement Survey
When you need it: you want to know how committed your people are, and what is lifting or dragging that commitment.
What you get: an engagement score for each department and the reasons behind it. Management gets a clear set of priorities to act on. Every answer is confidential. We aggregate responses and report them by group, so no one’s answers can be traced back to them. Groups too small to protect anyone’s identity are combined with others before we report.
Brand Health Study
When you need it: you want to know whether you are gaining or losing ground against your competitors.
What you get: how many people know you, consider you, choose you and recommend you, set against your main competitors. You also see what people associate with each brand.
Stakeholder Perception Study
When you need it: you want to know how partners, funders, regulators or community leaders see you.
What you get: findings from in-depth interviews with the people who matter most to you. You see the strongest themes and what to do about each.
Market Size and Share Assessment
When you need it: you are deciding whether to enter or grow in a market.
What you get: you will know how big the market is, how fast it is growing and who holds the largest share. We will also show you what is driving that growth and where there is room for you. Every figure comes with its sources.
Under the research cards
Each of these studies can be run once. You can also repeat it every quarter or every year to see how things are changing.
We also carry out mystery shopping and service audits, organisational diagnostics and sector indices. And we study what a new regulation, levy or charge costs the people it affects.
What you come away with: a clear understanding of what we found and what it means for your organisation. We sit down with your team first to talk through the findings and make sure we have read things correctly. Where useful, we also present them to your board or members. From there, we work with you on what comes next.
Quality and confidentiality: we make sure every figure in our reports can be traced back to the original data. Before the findings are used, someone who was not involved in collecting the data checks them. We also protect participants’ personal information in line with the Kenya Data Protection Act, 2019.