Accessible, Engaging & High ROI Market Research Services

FlowMonitor is committed to making market research easily accessible, more engaging and provide a high return on investment. 

We simplify the process and shorten the project cycle for our clients so you can focus, not on the conducting of the research, but on acting on the insights gained from the research. 

We design custom solutions that integrate the unique benefits of both quantitative and qualitative research methods to address your business objectives from multiple angles in a single, cost-efficient project.

Some Areas of FlowMonitor’s Research Expertise:

Customer Satisfaction

Undoubtedly, many factors work together to influence customer satisfaction.  Particularly now, there are more resources that influence customer decision making, and more customer touch points than ever before.  FlowMonitor works with clients to take inventory of all influencing factors and develop a comprehensive understanding of what attributes are the most important to their customers in order to achieve and maintain the highest level of satisfaction.

Customer Segmentation

Segmenting, or categorizing customers according to their attitudes and behaviors enables managers to more efficiently target marketing and other resources.  FlowMonitor’s mixed method approach is well-suited to obtaining a multi-layered understanding of customer segments.  Once segments are determined quantitatively (factor analysis & cluster modeling) the most noteworthy groups are brought to life with targeted qualitative research (e.g. focus groups, shop-alongs, etc).

Customer Loyalty

Essentially, customer loyalty is a measure of how strong your relationship is with your customer.  Like any other relationship, customer loyalty is multi-faceted and unique for each business.  FlowMonitor partners with clients to audit customers and classify them among the varying degrees of loyalty.  We determine what factors have the most significant impact on present loyalty levels and what improvements will move more customers into the most loyal ‘advocate’ classification.

Online Buyer Experience

Online shopping can be a simple transaction or a high-involvement, transformative experience.  Understanding where on that spectrum your customers’ expectations from your Web store lies and providing a consistently positive experience at both point-of-sale and at order fulfillment are keys to ongoing success.  FlowMonitor partners with clients to develop a comprehensive understanding of how their Web store performs in relation to competitors and customer needs & expectations.

Online Non-Buyer Assessment

An online shopper will often visit several different sites multiple times prior to making a purchase.  The motivations behind the shopping behavior are often unique and varied but need to be understood in order to increase the chances that the purchase is ultimately made on your site.  FlowMonitor works with e-commerce managers to understand how their site fits into shoppers’ overall browsing, comparing & deciding pattern and what can be done to increase return & conversion.

Multi-Channel Retailer Experience

As Internet commerce continues to expand, so do consumer expectations of a seamless shopping experience across all retail channels.  FlowMonitor works with retailers to understand how their customers use their stores, Web site, catalog, call center, kiosk, and mobile store all together as an entire brand experience.  Through surveys and in-depth interviews (IDIs) retailers learn how to better integrate all outlets to provide customers the best multi-channel shopping experience possible.

Internal Best Practice & Knowledge Transfer

For businesses with multiple locations, there are opportunities for all locations to learn from the customer experience situation of each other.  FlowMonitor works with clients to identify exceptionally performing locations, uncover the Why’s and How’s, and help them apply those learnings to other regions.  To successfully transfer knowledge across multiple areas we examine the local nuances of both the benchmark and target regions through extensive customer and employee research.

Market/Competitor Assessment

A comprehensive profile of your market including competitors is a valuable asset no matter what business decisions need to be made.  FlowMonitor works with clients to evaluate their competitive position, brand status, customer value perception, and other indicators of relative strength & weakness in a given market.  Using a combination of focus group research and market assessment surveys we probe deep to understand your market position relative to customer desires and competitor activities.

Contact Us to learn about other research areas and how we can help.