Who is FlowMonitor?
FlowMonitor Customer Insights & Dialogue is a market research company that specializes in mixed methodologies.  We design cost-effective, custom solutions that integrate online survey research with creative qualitative techniques.  Our key personnel bring 35 plus years of experience in consumer research for multi-channel retailers, national / specialty chains, and other consumer brands.

What do FlowMonitor’s solutions offer?
FlowMonitor’s solutions offer a way to benefit from both quantitative and qualitative methodologies in a single, cost-effective research project.

We address your business objectives from multiple angels using a combination of online surveys and a qualitative approach such as online/phone focus groups, in-depth interviews (IDIs), shop-alongs, mall intercepts, or other creative ethnographic techniques.

These qualitative Live Feedback Sessions add much needed context and meaning to the survey data providing you with a deeper, intuitive understanding of customer issues.  Valuable knowledge that can be utilized to make all customer-facing activities such as marketing, advertising, PR, CRM, store operations, etc. more in tune with what customers want.

I already work with a research vendor.  What would FlowMonitor provide that is different and advantageous?
FlowMonitor's goal is to make primary research more engaging, accessible, and immediately relevant.  That means simplifying the process, reducing costs, and issuing reports that are interesting to read, intuitive and actionable.  Client-side researchers are encouraged to examine their current and upcoming projects to see if there are any opportunities to make their research more engaging and relevant to all stakeholders.

Additionally, there may be times when primary research is foregone due to timing and cost issues.  FlowMonitor's solutions provide an avenue for incorporating both quantitative and qualitative insights at a fraction of the cost and timing associated with traditional research projects.

Qualitative research takes time and is often expensive.  How different are FlowMonitor's qualitative Live Feedback Sessions?
FlowMonitor's goal with the Live Feedback Sessions is to make the benefits of qualitative research available in a cost-effective, low maintenance, and quick turnaround manner.  In many cases, we are essentially pre-recruiting for the qualitative as we conduct the survey research; therefore, we can line up participants and conduct qualitative research in a manner of days instead of weeks typically seen with traditional methods.

To get a full, customer-centric understanding of the issues, conversing with customers is necessary.  Surveys are great but they only tell half the story.  A well-written and well-executed survey will quickly identify the 'whats' but when it comes to getting at the underlining 'whys' and 'hows' and filling in the nuances there really is no good substitute for actually speaking with customers.  The key is to make it highly targeted and as low maintenance as possible. 

What types of qualitative techniques are used for the Live Feedback Sessions?
A variety of techniques are available. The following are some examples of FlowMonitor's 'quick qualitative' techniques:

• Focus groups via phone with online visuals
• In-depth individual interviews via phone with online visuals
• Shop-alongs – an accompanied shopping trip/interview in a real-life retail setting
• Customer mystery shops followed by in-depth interviews via Web cam

Who moderates the Live Feedback Sessions?
FlowMonitor's Live Feedback Sessions are conducted by qualitative research professionals who are experienced in the technique being used.

FlowMonitor maintains a network of moderators, ethnographic researchers, videographers and other professionals who are experienced in the art of engaging people to share their thoughts.

What procedures do you employ when recruiting participants for the Live Feedback Sessions?
The standard practices for recruiting traditional qualitative participants are fully employed.  Recruits are screened to ensure they are articulate, engaged and represent the customer demographics appropriate for the planned session. 

For most engagements, the moderator him-/herself will personally speak to recruits prior to the session to ensure they will be active, valuable contributors.

Can I make discussion guide changes on the fly during the Live Feedback Sessions?
Yes, absolutely.  The purpose of the Live Feedback Sessions is to open a dialogue with your customers.  Clients are encouraged to let the moderator and/or project manager know of any 'viewing room' insights and additional questions that may come up during the sessions.

What kind of deliverables does FlowMonitor provide?
FlowMonitor believes that more often than not marketing research reports are dry, uninteresting to read, and contain too much data in proportion to real insights into the business problem.  Our goal with reporting is to provide customer insights in a way that is interesting to read and genuinely usable.  We continually strive to improve our reports by looking for new ways to present data in a unique and intuitive manner.

Additionally, all Live Feedback Sessions are recorded and a wave file or DVD version will be made available.

Furthermore, as a consumer insights partner, FlowMonitor is committed to meeting any reasonable deliverable request that clients may have.  Just ask us.