Focus Groups & Panels

Our client felt they had a lack of direct communication with their clients and wanted a more consistent approach to gathering customer feedback and issues.

They wanted to be able to soundboard ideas and new developments with clients before going live, as well as hear any ongoing issues and feedback direct from the customer.

Organised and developed materials to screen & recruit a representative panel of existing customers.

Each quarter, we hold a 3 face-to-face hour interactive workshop.

We usually cover several topics in each session - The panel may be shown products or tools in development, asked for feedback on existing services or communications, and asked to discuss more general sentiment & experiences.

This panel has been running for 2.5 years, and is still going.

Stakeholders are extremely engaged, with the client referring to the panelists as their ‘customer board’.

Each quarter we get attendance from senior stakeholders, who are invited to listen and input questions.

The input from the panel has informed decisions on tools, communication strategies and products that have been launched over the past few years.