Global Branded solutions

Within Synovate, we have established a number of branded solutions designed to answer a client’s complex marketing, communication and advertising issues. These branded solutions have been designed to offer a global solution for clients. Specific researchers have built up expertise in the use and application of Synovate’s solutions and are able to advise on the full range of issues that they can investigate for you.

Access our Global Branded solutions available here.

At Synovate South Africa, we have established a number of solutions designed to address our local client’s complex needs. These include:

Customer Satisfaction Measurement

Customer Satisfaction Index (CSI)

The ongoing CSI measures satisfaction of customers with the critical issues. These are the issues that drive loyalty. They will ensure that customers become advocates, networking with friends about your business.

Synovate South Africa's CSI begins with exploratory research that establishes the standards expected by customers. The ideal, minimum and actual levels of services are probed. This establishes the service benchmark for the industry and highlights the aspects that are most important to customers.

In short the overall aim of the Synovate South Africa CSI is to improve customer loyalty. The general objectives are to:

• identify the aspects that have the most significant impact on customer satisfaction;
• track customer loyalty;
• determine customer satisfaction with the various aspects of the service delivery process to action the customer feedback;
• highlight priority areas requiring urgent attention.

The DSI (Dealer Satisfaction Index) assesses the dealer / branch satisfaction with the service of the manufacturer / head office.

Customer Value Management (CVM)

Developed in 1996, CVM is a business-to-business focused product that encompasses the entire customer experience. Since its inception, the offering has been constantly enhanced to account for the increasingly demanding and competitive commercial environment. The primary objective of study is to retain existing trading partners and grow profit. More specifically the study:

• establishes what creates value for customers;
• assesses performance, relative to competitors, in meeting these value requirements;
• determines perceived brand strengths;
• explores efficiency levels;
• obtains qualitative information explaining the reasons for customers’ perceptions.

Both the CSI and the CVM are aimed at allowing the client to:

• identify the causes of customer loyalty or disloyalty and how to influence future behaviour (retention management);
• define strategic market position and establish how best to differentiate itself from competitors;
• ensure information is actionable, instilling ownership and encouraging action;
• provide input into the development of customer oriented strategies and action plans;
• instil a market responsive culture.

Whereas the CSI feeds the consumer market needs, the CVM addresses the B2B environment.

Organisational Health Assessment

Market Alignment Performance Survey (MAPS)

MAPS allows an understanding of staff perceptions within the business environment.

MAPS addresses:

• How things are done:
• Leadership;
• Management style;
• Culture.
• How the company works together as an organisation:
• strategy and purpose;
• team alignment;
• performance management.
• Interdependence: Helping each other
• organisational processes;
• knowledge management;
• Employment Equity;
• team effectiveness;
• individual development in terms of performance management and training.
• Effectiveness in terms of:
• customer satisfaction and social contribution;
• cross-functional teamwork;
• personal effectiveness.
• Rewards and recognition:
• salary, benefits, promotions, bonus / profit share schemes, acknowledgement and recognition.
• Motivation – getting the best out of people:
• working environment, job security, life quality, financial rewards, responsibility, belonging, culture, recognition, achievement, advancement, relationships with colleagues.
• Executive effectiveness:
• effectiveness, teamwork, interest in the well being of employees, confidence and trust in them.
• Loyalty measured:
• recommended employment, work over time with no extra pay, share knowledge and experience with others.

Brand Health Assessment

Brand Value Index

The BVI is based on the premise that all purchase decisions involve an evaluation of value. Value is the relationship between price and product (brand character).

This product establishes the value of a brand in the market among users and non-users and is tested against actual market share, thus offering a predictive “what if’ model.

The key to the success of the BVI is that the concept of ‘brand value’ can be given a number in the form of an index. This number can also be analysed as components of image or brand, such as reliability, quality, safety, “is a brand I can identify with” and “is a brand I trust”. The brand value can be tracked on an ongoing basis and expressed relative to competitors in the marketplace.

For more information, please click here to go to our CCSI Portal.

Customer Profiling

Profiler

Developed in 1999 this product focused on understanding why customers behave the way they do. Traditional data mining uses operational data to segment the market and then bases strategy on that. Profiler segments customers based on their behaviour. Are they rational or emotional? Are they individual or group focused?

Customers with certain characteristics are identified within a multi-segmented market. The profile is then identified – a business then knows exactly what the different customer Profiles are that make up the market. Once the clusters of customers have been identified, Profiler results in an algorithm that allows segmentation of customers based on their responses to a short list of questions.

Profiler will:

• identify the behavioural drivers of the decision-making process for each of the identified clusters;
• determine the product / service used by each customer type;
• cross analyse clusters by:



• age;
• income;
• gender;
• media habits;
• interests.
• form the basis of operational Customer Relationship Management (CRM) allowing the communication with different profiles in different ways.

For more information, please click here to go to our CCSI Portal.

Product Quality Assessment

PP100

PP100 follows the ‘zero defect’ model. It allows users to evaluate the end-product’s quality by tallying all problems that they encounter.

It then allows the client to drill down to the root cause of the problem.

The general objectives are to:

• provide an objective measurement of product quality;
• position product quality competitively;
• analyse quality problems in detail;
• generate actionable information at manufacturing or plant level;
• assess product quality information, beyond the final inspection, from the customer.

An integral part of PP100 is the Customer Irritation Factor (CIF) where the extent or importance of the particular problem is expressed in the form of a weight and applied to the problem category. This is used effectively for purposes of prioritising action with respect to product quality or process compliance problems.

For more information, please click here to go to our CCSI Portal.

Custom Research

Synovate South Africa is ideally geared to meet any of your custom research needs. No matter what answer you require or what technique is applicable, we deliver rapid and accurate results.

With the largest data collection and processing capacity in Africa together with our global reach, we can offer you quick feedback using any one of our sophisticated techniques. Our highly geared face to face, telephonic, web or desk research techniques allow us to tackle any project on any scale with confidence.

Synovate South Africa is renowned for flexibility and has moved well beyond the 'one size fits all' mentality. We give substantial thought to every project and will always offer a variety of solutions to suit your needs.