Our Australian team make the case for putting CX on the CSR agenda. Why? Because the everyday actions of brands can have a big impact on people’s day-to-day lives, either positively or negatively impacting their health and mental wellbeing.

It seems a global pandemic may well have been an unexpected saviour (for NPS at least!) in retail banking, with three of the big four Australian banks and a number of Tier Two brands seeing substantial uplifts in NPS.

To hear such sad news coming from Australia, we all wanted to do something to help. So as a researcher, I did what I know best: create a good survey.

BVA BDRC Australia looks at what we’ve learned about the brain from neuroscience and how retailers can apply the lessons.

Brand Proliferation in Hotels: how much value does brand bring in an increasingly crowded market?

BVA BDRC's Hotel Guest Surveys provide hotel market insight in 25 countries globally, including Australia. So which brands are doing well and what are the key concerns for the hotel industry Down Under?

BVA BDRC Australia is proud to have supported Amex in the recent release of its new Essentials Card. We had the opportunity to be interviewed by the journalist covering the story and featured in an editorial piece in a weekend edition of the Financial Review. With the card itself having so much to offer, it wasn't surprising that it researched so well.

How can we encourage Australians to save? This is a question we’ve heard many times from financial institutions struggling to increase their reserves. Three key insights help unpack the answer. Fundamentally financial institutions need to shift the dialogue away from product speak to language that consumers understand.

We explore the role of emotion in customer experience programs.

One of the challenges we face in research is fitting what people say to their subsequent behaviour.