Capturing the Voice of the Customer

We’re delighted to have been awarded a 3-year contract by OFWAT for customer satisfaction and experience research among water companies’ domestic and developer customers (known as C-MeX and D-MeX). The research encompasses all water and sewerage companies across England and Wales and is worth £1 million.

2020 Predictions from the Accent Team

The approach of the New Year always spawns hundreds of predictions from companies and individuals theorising around what may happen over the next 12 months. So, on the basis that no one will come back and wag a finger at us should our 2020 predictions fail to materialise, we’ve taken the plunge – here are a dozen predictions from the Accent team.

Evaluating Crisis Management

Many years ago (30 years, to be precise) Commercial Union ran a TV campaign with the strapline “We won’t make a drama out of a crisis.” It hit all the right buttons – reassuring consumers that the company was a safe pair of hands that would handle claims efficiently, calmly and without demur. The same level-headedness is certainly required when an incident or accident hits the headlines and health and safety (and corporate reputation) are suddenly in the spotlight.

Gathering Intelligence Around Smart Meters

The deadline for the UK’s smart meter roll out has been pushed back (again) to 2024. So surely this now means that it’s all plain sailing for suppliers to meet the targets? Read about some of the research Accent is doing in this area.

Consumer Insight Keeps Rail Franchise Bids on the Right Track

We were very pleased to have been involved in delivering the consumer research for First Group as part of their successful bid for the West Coast Line. And although we’re naturally self-effacing people, we can’t help but feel a little smug that over the past few years we do seem to have an impressive track record when it comes to providing research for successful bids.

Will Micro-Mobility bring Micro or Macro Change?

The rising popularity of micro-mobility solutions should come as no surprise as we observe more and more tech-based start-ups offering dockless bicycles and e-scooters services worldwide – with significant growth seen particularly in parts of the US and China.