Customer Insight
Radarstation provides insight by delivering customer-focused research that is crafted and communicated to anchor and inform strategic decision-making
Our research speaks to your audience, whether this is a group of leaders or senior management creating strategy, or product and project teams developing services to implement business goals. Understanding your customer is the key to unlocking the potential of your organisation.
We employ a mix of qualitative methods from design research and social anthropology, to business-driven research and quantitative benchmarking. We work closely with our Innovation Partner STBY , a specialist qualitative social research consultancy focusing on researching inputs into service innovation and change.
Customer Research
What are our customers doing?
What is happening in a particular market?
We are developing a new product-service - where do we start?
We use design research and social anthropological methods to learn about customers and create value around their needs.
We explore the day-to-day lives of people, helping you find out what is relevant to your customer, uncovering opportunities where you can create value for them.
Our unique approach to communicating research value embeds customer insight into your organisation. We help you turn research into an innovation catalyst for your organisation, aligning strategy and operational capabilities around customer needs.
Service Audits
Our service is underperforming - what should we do?
How can we make our brand live through the service experience we provide?
How can we link our services into an integrated experience?
Service Audits are an assessment of how well an organisation is delivering a service based on the experience of your customer and industry best practice, with an emphasis on assessing the alignment of company strategy, customer needs & desires, and a given service, its concept, experience and touchpoints.
In carrying out a Service Audit, we go through a number of stages in three key areas: mapping the overall service framework and the customer journey; identifying all touchpoints, agents and systems that underpin the service; and defining customer focused key performance indicators to highlight and measure service improvements.
Service Audits result in a deep understanding of a service, its customers, provision and performance, uncovering opportunities for growth in the process.
Innovation Audits
What should we do to make our organisation more innovative?
How can we get our people to collaborate more and collaborate better?
How can we put innovation above politics and improve our strategy?
Radarstation's Innovation Audits explore and analyse resources, internal processes, and output of your innovation capability with an aim to assess an organisation's cultural and procedural disposition to be innovative. The deep understanding of your innovation capability resulting from an Innovation Audit helps you harness the creative genius of your organisation.
We uncover opportunities by highlighting pain points, identifying and analysing disconnects between innovation strategy and innovation culture, and optimising the effectiveness and capacity of your innovation capability to respond to customer needs.