By finding answers to key questions and helping you with powerful insights and ideas
CommunicationsWe assess whether your messages and media are right for the audience. Are people engaging with what you are saying? |
Brand StrategyWe measure customer reactions to your future plans to improve opportunities, minimise risk and maximise growth. |
Customer SatisfactionWe measure what your customers experience in real life and how this meets their expectations. |
Research OptimisationWe review your existing research and find ways to make it more insightful and more cost effective. |
Proposition DevelopmentWe evaluate your ideas and concepts to find the most compelling. If they don't excite we find out why and how to make them better. |
Channel ExperienceWe evaluate all channels where customers experience your presence. If they are delighted or unhappy we tell you why. |
![]() |
![]() |
![]() |
![]() |
We DefineWe ask the best questions for the answers you need |
|
We ReachWe listen to your customers in their preferred feedback channels |
|
We MeasureWe collect accurate, robust and reliable views and opinions |
|
We ReportWe deliver actionable and engaging recommendations |
Clients tell us it shows by the way we work and the solutions we provide
We ListenWe really care about your business needs and goals. Your success is our success. |
We ChallengeWe relish tough problems and focus on what is really important for you. |
|||
We CollaborateWe are easy to work with. True engagement brings smarter answers. |
We InspireWe build stories to embed insight and drive action in your business. |
Former linear relationships between brands and their customers are now complex multi-channel webs which need new approaches
We use Social MediaGoing beyond what is being said to why it is being said, knowing who is talking and learning their real motives. |
We use Insight AmbassadorsUsing interviewers who represent the brand (stylish, motivated, engaging) and reflect the profile and mindset of its customers. |
We use On-DeviceFeedback at the moment of brand exposure, in real-time, and at a time convenient for the customer, not the client or the agency. |
We use AppsMobile apps allow feedback at the exact point of brand interaction. Our apps are designed to engage and motivate. |
We use Consumer DatabasesUsing 100+ global panels gives us unrivalled consumer access, whilst marketing databases let us reach wider, deeper and more insightfully. |
We use Online CommunitiesA uniquely effective way to ask complex questions, gain deeper insight and track consumer behaviour longitudinally. |
![]() |
![]() |
![]() |
![]() |
![]() |
We were asked to develop a deeper sense of the dynamics and ‘codes’ of luxury food shopping. Using video ethnography and behavioural economics we redefined the understanding of luxury experience and created category and range plans to deliver those expectations.
We ran a challenging multi channel project combining social media listening, online community and mobile surveys to identify the real reasons for the decline of UK's pub industry. We redefined the understanding of consumer behaviour in this market
We overlaid a client's complex segmentation model onto an online community to observe how each segment's expectations, behaviours, attitudes and experiences changed longitudinally during the entire purchase journey for foreign currency.
We replaced a traditional Exit survey with a nimble tablet-based study using brand ambassador interviewers. Shopper feedback is recorded using our custom-made App and reported on mobile dashboards for 30 retail centres in 15 countries - 40,000 opinions annually.
Manuela is based in Milan and directs all the customer feedback operations of The Opinion Company in Europe and beyond
Simon creates technologies that enable The Opinion Company to engage with consumers to give honest feedback in their preferred channels
Matt co-founded The Opinion Company to help businesses and customers get closer by bridging gaps between expectations and experience
Phil co-founded The Opinion Company to discover insights that clients need in an increasingly complex, unpredictable and shifting world