Solutions for a brighter, more successful future
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CEM & CX
Customer Experience Management CEM & Customer Experience CX Studies
In order to become a Market Leader, a brand needs a deep understanding of their internal and external stakeholders and clients’ needs and behaviours.
Internal studies
Consulta offers a range of studies focusing on internal client-centricity measurements used to understand service and cultural impact factors on customer experience and delivery, providing future-focused companies with the strategy and tactical steps needed to set themselves apart not only in product but unmatched client experience.
- Client Centricity Maturity Measurement (CCMM)
- Voice OF Employee (VOE)
- Culture Barometers
- Cultural Risk Assessments (CRA)
- Empathy Mapping
- Customer Life Time Value (CLV)
- Share OF Wallet (SOW)
External Measurements
Consulta offers a range of measurements focusing on external client behaviours and sentiments providing future focused companies with the strategy and tactical insights needed to set themselves apart not only in product but unmatched client appeal and loyalty.
- Voice Of Client (VOC)
- Voice OF Supplier (VOS)
- Conjoint Studies
- Net Promoter Scores (NPS)
- Net Sentiment Scores (NSS)
- Complaints and Resolution Measurements
- Market Conduct / Treating Clients Fairly (TCF)
Brand Health Tracker (BHT)
The Consulta Brand Health Tracker can be a point in time or ongoing measurement on how your brand is be perceived by your current and target market clients. Measuring 9 core brand attributes
- Solicited and Unsolicited Brand Awareness
- Persistence, Convertibility & Preference
- Brand Stretch
- Brand Strengths and Weakness
- Brand Positioning
- Key Drivers and differentiators
- Market Segmentation
- Brand Loyalty
- Brand Love
Having sight of the above equips companies to focus on brand attributes, which aspects of the need bolstering in the sales and brand funnel channels, position products or holistic brand correctly, realign their brand objectives, and capitalize on strengths and weaknesses to improve brand investment.
Consulta’s Brand Funnel
Market Share
Consulta’s Market share is the measure of the consumers’ preference or primary usage of a product over other similar products.
- Outcomes from this exercise are:
- Market share for targeted competing brands on a CVP (dependent on brand size in relation to sample size)
- Drivers of market share within the CVP context
- Market size and value estimation
- Demographic cross-tabulation with market share
Data Collection – Quantitative Qualitative
Consulta is able to offer a full range of data capturing services
- Full Contact center with Web and CATI capabilities
- Community Panel surveys and interviews
- National Field Work Capabilities
– Mystery shopping– Focus Groups (Digital and Face to Face)
– Face-to-Face interview
Communities
Consulta’s own community, Consulta Panel, represents South Africa’s broad, multi-cultural nation with people from every age group, background, ethnicity and income level, that continue to sign up to take part in a variety of research initiatives.
COMMUNICATION & CONTENT
Development of Community Strategy customised to client and audience need;
Creation of storylines and activity campaigns in line with strategic community objectives; Sourcing of content, design and writing;
Set-up of e-mail and other e-content, quality management and distribution;
Monitoring of reach and engagement of communication initiatives.
