aAdvantage Consulting has been delivering quality data and impactful insights in the areas of organisational development and customer perceptions through quantitative research and stakeholder interviews, focus group sessions and audits.


SURVEYS

CUSTOMER:

Customer Satisfaction Survey

An effective customer satisfaction survey is key in managing and tracking customer satisfaction. Design your questionnaire based on your business strategy and model. It can help you uncover more than just a measure of your customers’ satisfaction. For example:

  • Level of satisfaction of your product / service
  • Level of satisfaction of various customer touchpoints e.g.: retail environment (e.g. cleanliness and customer experience), call centre, website and email, service delivery (e.g. waiting time and employee demeanour), service recovery
  • Uncover new customers’ needs
  • Identify missed opportunities
  • Benchmark against your competitors.
     

We have been designing and administering B2C and B2B customer satisfaction surveys for our clients in the various

industries such as retail and manufacturing, often as part of a bigger Customer Centric Initiative where data and insights are translated to actions. Find out more about the Customer Satisfaction Survey initiatives and Customer Centric Initiative we have done.

 
Customer Loyalty Survey

A customer loyalty survey goes beyond measuring your customers’ satisfaction. It is a measure of the emotional bond your organisation / business / brand has with its customers. Businesses and organisations with a high customer loyalty index benefit from repeat sales, higher average sales per customer, easier service recovery and friend referrals / word-of-mouth.

We are certified consultants of leading customer loyalty metric solution, Net Promoter. Net Promotor is simple but compelling. Customers are asked, on a scale of 1 to 10, how likely they are to recommend the organisation / business / brand to a friend. When followed with quantitative questions, Net Promoter enables you to identify your

  • Net Promoter Score (NPS) and benchmark against industry standards and competitors
  • Promoters, detractors and neutrals among your current customers
  • Improvement areas
     

so you can develop a targeted customer loyalty strategy such as a rewards programme or corrective actions. Net Promoter is usually administered as part of a bigger Customer Centric Initiative where data and insights are translated into actions. Find out more about NPS and the Customer Centric work that we have done.

 
Public Perception Survey

Public perception surveys can provide you a wealth of information about beliefs, perceptions and preferences held by a population of people (target audience) in Singapore. For instance:

  • We can identify public concerns / lifestyle needs.
  • We can learn what people know or want to know.
  • We can test whether your plan, programs and policies are acceptable to the public.
  • We can gain a perception of what people know or think about your organisation, programs and policies.
     

Find out more about the work that we have done with our public sector clients.

Industry and Market Intelligence

Gain insights and data on:

  • Local and overseas (South East Asia and China) industry and market dynamics and trends
  • Customer segment profiles
  • Competitors’ strategies and business models
  • Benchmarking against competitors’ products, services and distribution channels
  • Opportunities for partnerships and distribution channels.
     

We have been partnering clients in various industries such as education, healthcare, retail and engineering/manufacturing. To find out more about how we can help you gain a competitive edge, connect with our consultants today.


PEOPLE & ORGANISATION:

Employee Engagement Survey / Team Climate / Organisational Climate Survey

There is no one-size-fits-all solution to engaging your employees. Employers need to create the right environment to enable engagement to flourish in the workforce. What is the right environment? Knowing the drivers of engagement is the first step towards creating a strategic and focused employee engagement programme that will yield the desired results.

Measure the level of engagement on an individual, team and organisational level. A well-designed survey can uncover

  • drivers (e.g. job security, recognition of team contribution or innovation),
  • enablers ( e.g. engaging managers and leaders, trust or a customer-focussed culture ) and
  • inhibitors (e.g. long hours, lack of support or lack of leadership).
     

Since 2009, we have been conducting a Singapore Workforce Engagement Survey (SWES) to enrich our benchmarking data and knowledge of the Singapore working population. The annual survey is conducted via street interviews and online surveys. Are you interested on the benchmarking data or would you like to participate in the complimentary survey as an organisation? View our Singapore Workforce Engagement Survey.

 
Cultural Values Assessment 

Your culture is either your biggest asset or your biggest liability. Strong and aligned cultures inspire employees to go the extra mile and attract and retain talent even through hard times. Where does your organisation stand? A culture values assessment (CVA) measures your current organisational behaviours, principles and practices and how aligned they are to the desired values, business strategy and goals. It identifies and quantifies:

  • Key performance indicators / drivers of employee behaviour.
  • Cultural entropy – conflict, friction and frustration that exits within an organisation.
  • Gaps in how employees relate to organisation’s values, goals and standards of behaviour.
  • A Cultural Values Assessment by Barett’s Value Centre is one method we employ to analyse whether your organisation is performing the way it needs to in order to meet business objectives. Get a comprehensive diagnostic of your organisation with just three simple questions. It can be customised to the specific cultural and demographic needs of the groups being surveyed.
     

We recently conducted a nation-wide culture values assessment to understand the values and motivators of the Singapore workforce. If you would like a copy of the results, you can connect with our consultants.


STAKEHOLDER IN-DEPTH INTERVIEWS, FOCUS GROUPS and AUDITS

CUSTOMER:

Stakeholder / Customer Focus Groups
Stakeholder interviews involve conducting one-on-one discussions or focus groups with key stakeholders such as end-users / customers. The purpose of these interviews are to gather relevant knowledge and insights, understanding of customer opinions, values, assumptions and beliefs about the product or services you offer. This can uncover issues as well as future service offerings.
 
 
Mystery Audits / Shopping

Mystery audits / shopping enables you to view your organisation from customers’ perspective. Are organisation standards and practices aligned? Our mystery shoppers are trained to assess every customer touchpoint – retail, call center, email etc. Our mystery audit / shopping initiative starts with understanding your expected and desired service excellence standards and practice. We design various scenarios that a ‘real’ customer experience such as:

  • Product knowledge and skills of sales staff
  • Length of time it takes to approach a customer
  • Sales closing process
  • Physical state of the retail store and the sales staff
     

and assess based on expected and desired standards as well as benchmark against competitor and / or industry standards. Mystery audits / shopping are usually conducted as part of a bigger Customer Centric Initiative where data and insights are translated into actions. Find out more about the Customer Centric work that we have done.

 
Accompanied Shopping
Accompanied shopping provides you with the big picture as it covers every stage of your customer’s journey. Our trained mystery shoppers accompany your current customers, observe and record every reaction during their entire experience with your organisation: first impressions, navigation, selection of products, etc. This method allows us to note and record in real-time therefore no specifics are forgotten. The outcome is a mapping of your customer’s journey that can highlight processes and stages as well as ’emotional cookies’.
 
 
Concept Testing

Concept testing is utilised for early identification of the potential of a product, service or communications concepts or messages and is done before the product / service / concept is launched. You should conduct research throughout your development effort to ensure you are developing solutions for relevant problems, understand customer requirements, and are emphasising valued features. This method assesses customers’ reactions and can provide insights such as:

  • Identify target consumer segments
  • Estimate price, sensitivity and purchase
  • Identify areas of improvement such as design
  • Identify features that will drive purchase

 


PEOPLE & ORGANISATION:

Stakeholder In-Depth Interview
Stakeholder interviews involve conducting one-on-one discussions with key decision makers within the organisation. The purpose of these interviews are to gather relevant knowledge and insights, understanding of the organisation and uncover issues and challenges  to facilitate the design process of the initiative.
 
 
Change Readiness

change readiness assessment analyses your current state – the conditions, attitudes and resources of your organisation. A series of confidential and structured interviews with selected representatives allow us to identify enablers and barriers to change, which business units might resist, how they might resist and what impact the resistance will have on your change.

The assessment focuses on areas such as

  • Leadership
  • Vision
  • Resources
  • Stakeholders buy-in
 
 
Organisational Culture

Interviews and/or focus groups with various individuals and groups across levels are typically conducted following a Culture Values Assessment / Survey (CVA). With the right questions and effective facilitation skills, these sessions can enrich the quantitative data collected during the CVA and uncover new insights such as:-

  • ‘unspoken rules’
  • what behaviours are rewarded and punished
  • subcultures
  • ‘message’ heard by the employees may not align with the intended message
 
 
Team Dynamics
Interviews with individual team members are typically conducted following a Team Climate Survey. Interviews are held in confidence and when conducted by an external facilitator allows individuals to express their own opinions and views which may not come out in the day-to-day working environment.
 


 

 

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