Category Archives: insights

My experience of complaints…

Jon Pickup, our in-house expert on complaints handling research, explains how a good service isn’t just about getting your problem resolved…

I’m really not one for making formal complaints. It’s not so much that I have the stereotypical British ‘stiff upper lip’ – more that something…

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Black Friday: Did they or didn’t they shop…

This year’s Black Friday saw a shift from high street to online, a spreading out in deal availability (before and after the big day), and some retailers choosing to opt out entirely*. Post-Christmas we caught up with our intrepid shoppers Rachel, Jonny and Kathryn to see how they fared…

Jonny Watts: Didn’t plan to shop, but did! Despite flying the ‘Won’t Shop’ flag in my pre-Black Friday blog, the combination of an untouched salary…

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21st century drivers of trust

Jessica Hicks, Research Executive, navigates then minefield of trust in brands and identifies three key drivers…

Recently I had the opportunity to co-moderate self-funded groups on the topic of consumer decision making and the section I focussed on was what builds…

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