Customer Experience (CX/UX)

Whether we like it or not, the end customers are always right. And building long-term relationships and positive customer experience of customers translates directly into the products or services they choose.

The role of the manufacturer, distributor and researcher is to discover those factors that influence the customer’s preference for specific brands, as well as those that make them choose competitive products. We help to determine what shapes positive feelings that accompany customers in their relationship with a company and its products.

Getting to know the customer is multifaceted. PMR and its marketing research can help in any of the aspects. The most important areas of our research include:

  • Consumer behaviour – we observe and analyse it, and then comment on the results for your company. We provide a deeper insight by combining various techniques and innovative research solutions.
  • Customer wants, needs and preferences – we identify, measure and subject them to advanced statistical analysis in order to go beyond just respondents’ declarations and get to the core of their market choices.

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  • Customer satisfaction and loyalty – we measure and monitor these two parameters so that our clients can refine their products, improve sales and marketing processes and respond to changes in a timely manner.
  • Shopper Journey and User Experience – we examine the entire customer path and the whole range of customer experience with a product or service to diagnose the key factors that determine shopping choices.
  • Segmentation-Targeting-Positioning (STP) – we apply a three-stage approach to product marketing. We do the segmentation, i.e. we break down consumers into groups with different needs or behaviour types. We target, i.e. we select the most attractive segments.

We answer key questions

Our clients turn to us with many different questions about product development.

Here are some examples of the questions we answered:

  • How to develop products that customers will love?
  • How to successfully launch a new product on the market?
  • How to improve a product to generate even more value for customers?
  • Which features of the offer make customers choose the products of the competition?
  • How to build product experience so that the customer does not even consider the competition?

We offer a comprehensive approach

We treat product development comprehensively. We offer the following complementary service blocks:

  • Creation – we support the process of framing new product concepts and test available solutions.
  • Innovation – we identify new customer needs and look for innovative ways to address those needs.
  • Improvement – something better is not the opposite of good, so we look for ways to make existing products meet even better the changing customer needs.
  • Verification – we check what still works for customers over time and what needs to be changed.
  • Holistic approach to the marketing mix – we advise how to most efficiently link the product to price, promotion and distribution.
  • Competition analysis

Understanding the customer requires answers to many questions

During our research and consulting projects we find answers to many different questions about our clients, their consumers and decision-makers in the purchasing process.

Here are just a few of them:

  • Who are our client company’s customers? And who are the competitors’ clients?
  • What do the customers want and need?
  • What needs are not satisfied by a given product? And what needs are not met by the competitive offer?
  • What buying behaviour is characteristic of the customers?
  • Are the customer and the decision-maker in the purchasing process the same person for the company’s products?
  • Which customer segment is most attractive to the company?
  • How to position the product in the selected customer segment?
  • What language should be used to communicate with the customers?

Zrealizowane projekty

Interviews with Key Opinion Leaders in the field of Head and Neck Cancer in Romania

Our long-term client, a New York-based consultancy, approached PMR with a project, which entailed conducting an interview with potential investigators. …

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In-depth interviews with doctors on orphan drugs

Challenge: How do doctors evaluate the tested medical product? An international pharmaceutical company specialising in the development of innovative lifesaving …

Zobacz więcej →

Online interviews with cardiologists concerning the treatment of a rare circulatory system disease

Challenge: What does the local market look like? An international research company needed local support to conduct online interviews with …

Zobacz więcej →

Projects realised

Interviews with Key Opinion Leaders in the field of Head and Neck Cancer in Romania

Our long-term client, a New York-based consultancy, approached PMR with a project, which entailed conducting an interview with potential investigators. …

Read More →

In-depth interviews with doctors on orphan drugs

Challenge: How do doctors evaluate the tested medical product? An international pharmaceutical company specialising in the development of innovative lifesaving …

Read More →

Online interviews with cardiologists concerning the treatment of a rare circulatory system disease

Challenge: What does the local market look like? An international research company needed local support to conduct online interviews with …

Read More →