ICD INSIGHT
Research and Measurement that Creates Change
ICD Insight was launched to provide customer insight that delivers findings that businesses can really use to drive improvement for customers. Our pragmatic approach to research and analysis is driven by a 
sound knowledge of your business, your customers and the value you are trying to deliver to them. When we report our findings we can therefore bring clarity and confidence to managers and staff who need to take decisions and implement change.
ICD INSIGHT Ltd provides an end to end service for organisations who want to increase their knowledge and effective management of customers.
Data Management - including data quality audits, cleansing, enhancement and augmentation
Customer relationship consultancy - relationship risk assessments, key account relationship development,
Customer research - satisfaction surveys, service measurement, value proposition research
Staff feedback, attitude surveys and customer centricity assessment
Business and research analysis
Dynamic reporting techniques
Market & Competitor Intelligence
Change planning, implementation support
More Than A Research Company
There are loads of research companies out there - so how are we different?
- We start from the point of view of customers and are focussed only on customers and how to improve the value you add to them. This is at the heart of customer retention. To do that, we believe you have to understand more about how and why they buy from you, what their experiences are in transacting and dealing with you, how that compares with other competitor companies and what you need to do to ensure you are meeting their needs on an ongoingbasis.
- To do that, you have to have an ongoing dialogue with them. To have a dialogue you must know how to reach them. This is why we start from the principles of good customer management, beginning with the fundamentals of reaching the right customers, at the right time with the right methods to get meaningful feedback about their experience.
- Poor responses to your surveys may be indicative of a number of problems: poor customer data; poor survey design; poor execution etc. Hence we can help you to improve your current data and methods to ensure better response rates and a better return for tour money
- Work with you, not for you. While ICD Insight can provide the full range of research and analysis services, we are equally happy to work with your existing research team to find ways of driving up responses and review the implications of their findings for the business. This may sometimes mean a different approach to obtaining feedback and data (e.g. realtime transaction analysis, or creative approaches to recruitment). It may also mean a different way of analysing results but this can make the difference between producing customer research that people read and use, and that which stays on the shelf!
Achieving more from your research budget may mean that a number of our services are relevant. For example, you may have a data quality issue.
Data Quality & Management
We can examine your data, assess its quality, cleanse and enhance it and even analyse it to see what more it could be telling you about your customers and how they behave.
A Framework For Measuring Customer Satisfaction, Service and Relationships
Perhaps you are collecting a lot of information through a wide range of questionnaires, surveys, tracking studies and other means but have no way of synthesising the data and findings. In that case we can help you to develop a framework to help you to understand how well you are managing the service to customers and your overall relationship with them.
Measurement That Feeds Continuous Improvement
We have developed a number of specific tools and methods to understand what adds value to customers throughout the customer journey. We can advise how to develop an ongoing measure of their expectations, satisfaction and the customer experience and how your organisation is performing against a given benchmark. In addition to a full range of quantitative and qualitative research methods we can offer advice on obtaining regular feedback in a cost-effective way, even from the more hard to reach groups of customers you may have. This feedback may be obtained in real time by telephone, email or web, or a combination of methodologies depending upon budget and the number of transactions that are carried out.
We can help you to determine and track your customer key performance indicators (Customer KPIs) or help you to ensure that these are linked to a particular regulatory framework (e.g. Treating Customers Fairly [TCF], Customer First, EQM frameworks stc.)
Meaningful Interpretation & Analysis
We start from the perspective of the customer and then that of the business user of the research findings. By using only experienced business people to conduct and analyse our research we believe that we can add more value through our ability to understand customers and apply findings in the business context. Customers may be the end consumer or intermediaries in the case of financial services and other sectors. There may also be implications for internal customers.
Dynamic Reporting
Getting the most out of your research findings and performance measurement often depends upon how well it is communicated. We have developed an exciting and innovative partnership with Kanyo software designers to produce results and illustrations of your findings which will engage your internal customers with the key findings and measures.
ICD Insight was founded by two established Scottish based companies: ICD Partnership Ltd, the customer experience management consultancy and Scotinform Ltd, the independent market research organisation.
To find out how to bring Insight to your organisation, please contact:russell@icdinsight.co.uk (+44 (0)7973 329669)