Latest Blog

INSIGHT

Revealing social housing customer attitudes to climate change and a move to a future of net zero carbon housing.

Published June 20 2022
By Michelle Lloyd

Keen to decide where best to invest as part of its journey to be net zero carbon by 2050, our co-created customer research helped leading social housing association, Sovereign, to do so with eyes open to its customers’ concerns.

The research revealed that environmental issues had become an increasing concern for many customers and, for some, had become a significant area of concern. Shared owners also expressed greater concern about any potential inconveniences that may occur as a result of the installation process, perhaps due to the emotional and financial stake they have in their property. A striking feature of the research was the low awareness amongst non- engaged customers of the significant contribution that housing makes to carbon emissions. Once aware of the connection, customers were more engaged with the issue, which made them more receptive to the ambition.

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OPINION

What exactly is human-centred quantitative research?

Published July 20 2021
By Josie Harrison

As many aspects of previous daily life begin to return, new trends are (if you believe the headlines) going to forever change our lives and society as we know it. But will this be a fundamental reset, could months of change undo what have, for many, been deeply ingrained learned behaviours over decades?

While many are happy to give comment on what they “believe” will happen, the quantitative researcher in me is mindful that what the data tells us is more important.

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INTERVIEW

Customer experience on a human scale?

Published March 19 2021
By Emma Miller

Approaches to capturing customer views about customer experience within social housing can be rigid and often fall short of customer needs. But what if you were to break the mould?

We talk to former Naomi Sweeting, Director of Customer Voice and former Head of Business Insights & Performance at Alliance Homes, as she reflects on her own experiences and shares advice for anyone wanting to better understand their customers.

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OPINION

Research segmentation to know neighbours

Published October 28 2020
By Emma Miller

Lockdown has provided us with a chance to get to know the neighbours. Everywhere, new community connections have been forged.

It was these moments of human connection (and kindness) that I looked back on when preparing my talk for the CX2020 Housing Conference, which took place online at the start of this week.

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OPINION

How video research can uncover home truths

Published October 01 2020
By Emma Miller

Using qualitative video research remains a great way to be invited into your customers homes, so you can better understand changing behaviours.

Our Insight & Research Director, Emma Miller explores the benefits of virtual research and how to use them to their full potential, as a proven, tested and accessible means of customers research to deliver actionable insight.

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OPINION

Changing customer expectations

Published July 07 2020
By Emma Miller

However you look at it; our world has changed. So too have customer expectations. From adjusting to new purchasing habits, to how we prioritise our buying decisions, and our attitudes towards the brands buy.

We turned to our online community to better understand customers attitudes and behaviours. Read the thoughts of Research & Insight Director, Emma Miller, as she shares her insights based on what our respondents had to say...

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NEWS

Let’s celebrate: The first 20 years

Published April 14 2021
By Michelle Lloyd

2021 is the year we celebrate our 20th year in business. Over the past two decades, we’ve seen a lot of changes (and researched more). It’s fair to say the world looked rather different when Solutions Research was born.

While some of the research tools we use today may be different, the pandemic has, in other ways, seen life for us come full circle.Whether in 2000 or 2021, living to understand your customers remains essential. The process of getting closer to customers just looked a little different back then. Or did it?

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RESEARCH

Research feeds our curiosity of dog owners

Published December 23 2020
By Emma Miller

Our love of our canine friends has only intensified during a year in lockdown - providing companionship, consistency and joy.

We carried out an online survey with 100 UK dog owners to explore and better understand the relationship we have with our dogs. What are consumers looking for, what drives buying habits, and what are their main purchase influencers?

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EVENTS

We’re speaking at CX2020 Housing Conference

Published October 19 2020
By Solutions Research

Our Research & Insight Director, Emma Miller, will be speaking at this year’s CX2020 Conference taking place online on 26th October 2020.

Emma will explore how Covid-19 has affected the way organisations create a strong customer experience culture, and why segmenting the research process is key to improving understanding of customers’ behaviours in the wake of the pandemic.

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OPINION

Full speed ahead for creative testing

Published September 09 2020
By Michelle Lloyd

Right now, speed, agility and effectiveness are everything. EchoLabs are highly focused, quick to set-up, and fast to give you access to insight—in days, rather than weeks.

Read the thoughts of our Founder & Managing Director, Michelle Lloyd, as she explores why understanding gut feelings are more relevant than ever, and digs deeper into how agencies can get ‘more from less’ during the creative testing process.

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OPINION

Brand loyalty in a time of crisis

Published July 03 2020
By Emma Miller

For some, trusted brands represented a "flight to safety"—reducing perceived risk. But that's only half the story. So we turned to our online community to better understand customers attitudes and behaviours.

We turned to our online community to better understand customers attitudes and behaviours. Read the thoughts of Research & Insight Director, Emma Miller, as she shares her insights based on what our respondents had to say...

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