FlexMR

With customers in the Channel Islands, Isle of Man, in the South Atlantic and Diego Garcia, Sure Telecom supplies world-class communications services to both businesses and public sector clients. As a customer centric business the company delivers mobile, broadband, fixed line, data centre and enterprise solutions to consumers, corporate and public sector clients.

The size and geographic spread of Sure’s customer base in recent years has meant that face-to-face research has become a challenge in terms of accurate sampling, reach, and project frequency. To stay true to their customer-centric values, Sure decided they needed to change their approach.

Sure needed a more convenient platform that enabled their customers to feed back more easily, wherever they were at the time. They needed a pool of participants that were representative of all markets on hand to respond at speed, and they needed access to a wide variety of research methods to accommodate multiple projects across all product types and elements.

Founded in 2002, Isagenix is a multinational direct sales company that manufactures and distributes a range of science-based health and wellbeing products. The company seeks to inspire and empower Customers to live their best life through a journey of nutrition, health, and overall wellness.

As a direct-selling company, staying in tune with the needs of both Customers and sales associates is vital to the continued success of Isagenix. The IsaInsights panel has, for a number of years, been an important factor that has helped Isagenix remain aligned with their Customers.

However, in 2017, Isagenix sought a new research and technology partner who could host and manage the IsaInsights panel in a way that supported the brand’s global ambitions. Specifically, Isagenix required greater control of the platform and flexibility of service in order to place Customer insight at the heart of an even greater number of business decisions.

Crucially, the company sought a flexible platform that could enable the inhouse team to conduct more research and a partner who could extend and enhance the capabilities of that team during periods of high demand.

The success of SkyBet has prompted its parent company to branch out further in the industry, leading to the creation of four additional brands: SkyVegas, SkyCasino, SkyBingo, and SkyPoker. As the brand has grown in recent years, the team have been taking action to promote responsible gambling practices, underpinned by insight into how customers use Sky Betting and Gaming services.

As a responsible gambling operator, Sky Betting and Gaming are dedicated to reducing the potential for customers to develop problematic gambling behaviours; the company, ever committed to the promotion of responsible gambling practices, are always seeking new ways to deliver safe services to their customers.

Developing new services, especially with groups at risk of gambling addiction, requires robust and reliable research. It’s therefore important that the team at SkyBet have access, at all times, to high quality qualitative and quantitative tools that can produce results at speed. Additionally, because the number of responsible gambling initiatives the team work on at any one time can vary, SkyBet sought a research partnership that could work in an agile, flexible manner.

Coventry Building Society are owned by their customers. Their members are, in a very real sense, their stakeholders. This means that any community the building society created would be populated by individuals who are both stakeholders and members. Therefore any research and analysis conducted on the platform needed to not only benefit participants in both capacities, but also be fed back in the form of improvements to customer experience programs so members could see the impact their feedback is having.

Additionally, the building society is made up of two groups of members: savers and borrowers. Savers are critically underrepresented within the financial services industry, and The Coventry wanted to ensure that would not be the case in their community. To maintain and improve their high standard of customer satisfaction, it is important that the considerations of both groups are taken into account - even if one interacts with the building society on a much less frequent basis. 

Following the release of the firm’s ActivateMR tool, FlexMR have launched an integrated qualitative data analysis tool, TextMR. This new tool is based on AI that can analyse a custom range of qualitative responses, codify and categorise them with themes while providing a summary for stakeholders and insight experts to use in their reporting.

Today, FlexMR has unveiled a new service that helps insight, product and marketing teams make day-to-day decisions at the speed of business. The Rapid Response service aims to answer the kind of questions that often get left behind. Too small to form part of a strategic insight project, but nonetheless important to operational decision making. This launch follows in a string of new service innovations from the team – each designed to help research teams empower insights.

The Market Research Society (MRS) has accredited insights empowerment company FlexMR as a Company Partner. The accreditation recognises, and validates, that the FlexMR research team operate to the highest of professional standards. By becoming a Company Partner, FlexMR renews and furthers its commitment to best practice, ethical research and insight excellence.

Today, FlexMR has announced the launch of their new Stakeholder Alignment programme - designed to closely connect insight and business teams, as well as integrate research outputs into key internal working practices. This improved alignment is delivered through a journey of discovery, guided consultation and a collaborative output – the research playbook itself. Our playbooks play a vital role, demonstrating to non-research teams frequently used project types that can be used to support common business challenges and an outline of key factors such as process, cost and timeline.

Building upon the success of the firm’s Video Close Connection Programme, this new service from FlexMR places survey feedback at the heart of decision making.

The FlexMR Client Advisory Board is comprised of senior insight professionals who are united in the pursuit of better partnerships. The board represents a diverse range of sectors and research interests.

New research from FlexMR highlights the challenges of understanding modern consumer behavior, from the surprising influence of group-based decision making to the complexities & mysteries of loyalty.

FlexMR have taken inspiration from flowcharts and workflows to revolutionize the firm’s SurveyMR tool.