Who is FlowMonitor?

FlowMonitor is a marketing research company that provides turnkey, cost-effective customer satisfaction research solutions that link traditional survey methods with creative qualitative techniques.  Our key personnel bring 20 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 combined methodology that links quantitative consumer survey research with a targeted, live approach to customer feedback. 

A typical engagement will involve (1) an online quantitative survey to answer initial questions and identify other 'hot topics', and (2) qualitative Live Feedback Sessions (phone/online focus groups, customer mystery shops followed by live IDIs, etc.) to dig deeper on the 'hot topics' with those same customers who took the initial survey and identified the issues.  Additionally, a follow-up survey may be conducted to obtain more quantitative data based on the Live Feedback findings.

The qualitative Live Feedback Sessions add context and meaning to the survey data providing clients with a deeper, intuitive understanding of customer issues.  This allows them to make their 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 their 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 customer feedback at a fraction of the cost and timing associated with traditional methods.

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 at a cost-effective, low maintenance, and quick turnaround manner.  Since we are essentially pre-recruiting for the qualitative as we conduct the survey research, 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
• Customer mystery shops followed by in-depth interviews via Web cam
• OpinionCam® where in-store customers are invited to a live Web cam for one-on-one interaction

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.

How are the participants for the Live Feedback Sessions recruited?

Participants for the scheduled sessions are recruited from among those who answered the quantitative survey. For the in-store intecepts using OpinionCam® customers are recruited and screened on the spot for live interaction.

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.