For six years Warwickshire based Risk Evolves have been benefited from taking that brave step.

Conducting qualitative research of their customer’s experiences. To ensure ‘they are not in the room’, they commissioned Chamber of Commerce member, Glued, to conduct the research.

Risk Evolves are a compliance, quality assurance and risk preparedness business. Their investment has paid off, as managing director Helen Barge says “We can champion the good news to swell our pride and confidence. Fortunately, bad news has rare – where it does arise we can address it – improving our service levels all round.”

Rob Harrison, Consultancy Partner at Glued added “Six years have seen surprising developments in the experience that Risk Evolves customers have. Notably, of late, reference to the names of more members of the team, reflecting the spreading of responsibility and contact. Best of all a new product in the shape of an on-demand ‘critical friend’ service, prompted by a suggestion made by a respondents.”

As business owners we interact with and think about our customers all day every day, it’s understandable to think we know them inside out. But the cut and thrust of business means we don’t have time to ask our customers. Triumphs go unrecognised, problems can fester. With regular customer research we show willing to listen and when acting on lessons we learn, we show care and humility.

To find out more about constructive customer research contact Rob Harrison at Glued, [email protected].