Social Research ¦ Market Research ¦ Behavioural Insight ¦ Evaluation ¦ SROI
Customer and employee centric organisations, whether they are a private sector enterprise or a public or voluntary organisation, tend to outperform their peers on a range of metrics whether its efficiency, customer satisfaction, recommendation, reputation, sales, profitability and so forth. Each customer/service user can have different expectations, needs and priorities. Through customer experience market research, M·E·L Research can provide a range of solutions to help you understand the needs of customers, measure their experiences and help with the development of your customer experience market research measurement programmes – voice of the customer (VOC).
Here at M·E·L Research, we have extensive experience in helping organisations, especially within the housing, local and national government, health, regulatory, environmental and voluntary sectors understand their customers’ needs, measure satisfaction and identify priorities for improvement. We look to elicit customers/users’ motivations, lifestyles, attitudes and preferences – what is most important to them. We use statistical techniques such as key analysis to help understand what is driving opinions and, where appropriate, apply behavioural insights techniques such as the COM-B model and Behaviour Change Wheel to help enrich customer insight data.
As a boutique research and behavioural insights agency, we offer bespoke and tailored approaches that are based on a detailed understanding of your organisation, your strategic priorities and pressure/pain points. We do not offer ‘plug in and play’ solutions based on ‘off the shelf’ packages. We craft and ask the right questions to best inform your organisation going forwards.
Using the latest survey platforms and active visual dashboards, including bespoke PowerBI solutions, we create insight workflows that not only inform senior leaders on current performance but cascade insights down to the front line, enabling empowered managers to make decisions quickly for the benefit of their customers/users. Our philosophy is to ensure that customer insight measurement is transformational and not simply transactional. Service recovery loops quickly provide managers the insights to both address customer feedback in a holistic manner as well as helping to tackle any issues highlighted through aspects of the customers journey, via moments of truth or transactional surveys.
We deliver a range of solutions that help to define or measure:
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The M·E·L Research Panel members take part in a variety of qualitative research, including one-to-one interviews, focus groups, and online workshops. Each project explores real-world social issues that matter, covering topics such as health, education, local government, and equality, diversity and inclusion (EDI), plus much more.
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We have considerable expertise in engaging with residents in order to provide local authorities with an understanding of local priorities, neighbourhood issues and the quality of local service delivery. We are passionate about giving residents a clear voice in shaping services and improving neighbourhoods.
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At M·E·L Research we believe that brand strength is built in different ways, but fundamentally being authentic to your brand identity throughout all contact points is essential.
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In order to maximise the impact of campaign investment M.E.L Research can test early creative ideas, through to final copies of creative. We can offer feedback on all types of creative including TV, posters, press, online, social media and radio. This can be done using various methodologies depending on the type of feedback needed, and the type of creative.
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Our dedicated team is poised to offer unparalleled support across various research requirements, adhering strictly to the highest ethical standards, ensuring every project we undertake is trauma-informed and fully integrates Equality, Diversity, and Inclusion (EDI) principles, and utilising our own in-house team for the full range of fieldwork and analysis approaches.
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We specialise in large scale national polling to help policymakers and organisation leaders make informed decisions. Our accurate, reliable, and unbiased insights help to explore public attitudes on a range of social issues.
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We have over 35 years’ experience in running quantitative research studies for a range of public services clients; from residents consultations to health and well-being studies to Survey of Tenants And Residents (STAR) projects amongst others.
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Evaluation is a key part of our business name and we apply rigorous, but practical evaluation techniques to help clients assess the impact and outcome of their project or programme; to determine what works and what doesn’t, why it works and how it can work more effectively.
