Customers want to help you improve – listening and responding to their views is an important part of strategy. However, loyalty is multi-faceted and simply asking what the customer wants or fixing problems won’t necessarily help you get ahead.
Successful organisations place the customer at the heart of their culture. They have a deep understanding of how customers think and feel. They know which touch-points are critical to the relationship, when it is vital to delight and when it is sufficient to get the job done, allocating resources accordingly.
This can be hard to achieve, but our insight will help you understand your current position, identify priority actions and clearly communicate what impact these will have to inspire change across your organisation.
Our toolkit includes the full range of quantitative and qualitative methodologies for ad-hoc and ongoing research. We also offer specialist techniques that deliver unparalleled insight into customer needs and experiences. Take a tour of Our Solutions and Our Experts below.
"London Transport Museum has worked with BDRC since 2010. They are consistently professional and committed, delivering insight that contributes directly to our success – for example their segmentation helped us grow admissions at a time of marketing budget cuts."
Claire Williamson - Assistant Director, Marketing & Development, London Transport Museum
We offer proprietory solutions in addition to the full range of quantitative and qualitative techniques. All of our solutions have been developed or refined within BVA BDRC and have proved their value in numerous research projects – to the extent that some have registered patents or trade marks.
Social listening allows you to track brand engagement in a meaningful, measurable and actionable way.
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We align our UX expertise in order to build user understanding and formulate short and long term client solutions.
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Creating affordable, sustainable and transformative changes in both customer and employee behaviour.
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XPASS goes beyond simple satisfaction and delivers a comprehensive toolkit for developing strong, sustainable customer relationships.
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Experience the hidden highs and lows of the customer journey with our extended research process.
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Our paper, co-written with the BVA Budge Unit, reviews the ways that sustainability is positioned within consumer decision making.
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We're delighted to announce the shortlist for the 2021 VenueVerdict CX Awards.
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Our free annual report on the state of the UK holiday market is now available.
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Our free annual report on the state of the UK holiday market is now available.
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Richard Stevenson
Customer ExperienceRichard has a long history in research and has honed his experience in understanding market structures (segmentation and U&As), innovation (demand forecasting, pricing, pack and claims testing), brand positioning and tracking as well as comms development and evaluation (qual and quant). He has a passion in using leading edge research techniques to provide clients a new lens with which to view their customers and landscape.
View Richard's opinion Richard.Stevenson@bva-bdrc.com
Matthew Petrie
Customer ExperienceMatthew is a highly experienced researcher whose work has spanned the sectors of media, hospitality, consumer products, policy and arts & culture. Matthew has directed innovative research focusing on digital engagement and also specializes in keenly understanding the impact of technology on his clients’ businesses and advising them on maximizing its potential to achieve their goals.
View Matthew's opinion matt.petrie@bdrc-americas.com
Georgina Woodley
Customer ExperienceGeorgina has a background in strategy firstly at Deloitte, Promina and AAPT before completing her MBA and starting her agency career at Forethought Research. She offers clients strategic counsel on issues ranging from value proposition development, identification of white space opportunities, managing customer engagement to communications development. Georgina is passionate about providing clear guidance on how her clients’ can best to achieve their objectives.
View Georgina's opinion georgina.woodley@bva-bdrc.com
Piers Lee
Customer ExperiencePiers has worked in research and consulting in Asia since 2000. Specialising in ‘the new’: be it new products, new markets, or new categories, he helps companies identify market opportunities through innovative research solutions.
View Piers's opinion piers.lee@bdrc-asia.com
James Bland
Customer ExperienceAs head of Hotels research, James oversees our customer experience, feedback and mystery shopping benchmarks. His industry background (first in operations and then brand marketing) brings real perspective to performance data, enabling hotels and meeting venues to reveal the key insights that will help them delight their guests.
View James's opinion james.bland@bva-bdrc.com
31st May 2023
At BVA BDRC, we have been closely monitoring and analysing online conversations (in partnership with Uptowns) about EVs and their impact on society.
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21st Apr 2023
Using Moments of Truth, we investigate the consumer response to the current financial climate and which banks are most successfully building customer relationships as new Consumer Duty regulation raises the bar on industry expectations.
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21st Apr 2023
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.
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2nd Feb 2023
ChatGPT is everywhere right now! Whether user generated content, mainstream or specialist news, we’re all asking ourselves the same question about the latest chatbot: is it any good and what does this mean for the future?
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19th Jan 2023
Our dream team, Jon Young and Diana Meterna recently shared insights and analysis from over 200+ mystery visits to attractions across the UK during our recent webinar.
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29th Sep 2022
Attitudes towards travel are increasingly positive, according to the latest Hotel Guest Survey (HGS). The study reported an increase in those who had already booked to travel both domestically and overseas, as restrictions were lifted, with business travel on the increase.
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21st Jun 2022
Our research in suggests that there is an untapped opportunity for schools and universities to adapt their curricular and better support young people as they enter the workforce.
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27th May 2022
Consumers in the UK’s perception over where to find the best rate has become more confused over the pandemic, according to the latest Hotel Guest Survey from BVA BDRC.
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27th May 2022
Travel intent in China continued to favour the domestic market, according to the latest Hotel Guest Survey from BVA BDRC.
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8th Apr 2022
BVA BDRC Asia analysed the price sensitivity to school fees via our annual Brand Equity and Market Insights study for international schools, and to qualify the rationale behind how parents evaluate school fees.
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31st Mar 2022
Hotels were known for providing and leading the way in customer experience, well before we even knew that it was a thing. Hotels are hospitality, and hospitality is CX.
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23rd Mar 2022
The attraction of the UK domestic market to leisure travellers has remained firm, according to the latest Hotel Guest Survey.
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