It's great to see that our qualitative customer experience and survey research can have such impact:
Our report describes how consumers decide to buy direct life insurance and how they decide how and what to buy. Our sense-making approach to research revealed how some consumers struggle with their experience. These products are complex so consumer understanding of their features is often poor.
In recent years, we have been very fortunate to be awarded some really interesting stakeholder survey projects. We love it when we win these, because they are always challenging and take a lot of collaborative effort to work through.
The more we have conducted, the clearer it has become that we need to design very different research for stakeholders than we do for research which is among discrete samples of consumers, employees or audiences.