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Our Work


Encouraging the uptake of home low-carbon and energy efficiency technologies

In 2020 Accent carried out a study for Citizens Advice looking at what consumers need in terms of support and engagement from a government strategy intended to encourage the adoption of low carbon heating solutions.

Compensating consumers: Putting a value on personal data online

UK internet users say they would be prepared to hand over a combined £1.1 billion per year to Facebook and Google in return for greater control over how their personal data is collected and used.

Evaluating the Appeal of Different Road Surfaces on the M1

Atkins and Accent were commissioned to undertake research into the impact of six different surface treatments on the M1 and how these affect user experience.

Helping Water Companies Shape Effective Business Strategies

A few of the research projects that we’re currently handling for clients in the water industry

Evaluating measures to minimise visual impact on the environment for National Grid

Accent conducted research to provide evidence of bill-payers’ support for projects aimed at minimising the visual impact of electricity infrastructure on Areas of Natural Beauty (AONBs) and National Parks.

Identifying the most appealing service improvements for Heathrow Airport

Accent conducted research to evaluate a number of proposed service improvements for Heathrow Airport amongst current and potential travellers,

Creating a Covid 19 Customer Panel for South East Water

Accent has created a “Covid-19 Customer Panel” that we are following over the course of a year to understand the financial impact of the pandemic and short and longer term support that  customers will require

Gauging consumer reaction to an Ultra Low Emissions Zone for TfL

Accent was commissioned to research how current road users were likely to respond to different permutations of the Ultra Low Emissions Zone scheme.

Assisting the CMA in its investigation of Amazon’s proposed stake in Deliveroo

Research for the Competition and Markets Authority to inform their investigation regarding Amazon’s proposed stake in Deliveroo.

Understanding attitudes to Data Sharing for Citizens Advice

Research project for Citizens Advice to understand how consumers with and without smart meters feel about sharing their energy usage data and the trade offs they’re prepared to make.

Measuring the usage and perceived value of local amenities for Auckland Council

A research project for Auckland Council via an online survey using a questionnaire that included Stated Choice experiments (SCs) to measure the value of local amenities and to collect data about the usage of each of the amenities.

Investigating rail operators’ handling of disruption for the DFT

The Department for Transport wanted to understand how well disruption was being handled by train operators, with particular emphasis on timely communication of information and passengers’ preferred mode of delivery.

Pensions research to help Nest refine their new product

Nest (National Employer Savings Trust) – the UK’s largest defined contribution workplace pension scheme – will be introducing a new product and research was required to align the new product with members’ aspirations.

Identifying key new users for the British Library

The British Library is the largest library in the UK with an extensive user base across the country. However, in the past ten years registered user numbers have declined and the team wanted to find out why this was happening.

Helping HomeServe improve the effectiveness of their direct marketing

How Accent helped HomeServe refine their direct marketing campaigns

Understanding the impact of fare simplification on passenger demand

The Rail Delivery Group (RDG) wanted to explore the effect that simplifying fare structures would have on passenger demand, with particular reference to advance fares.

Valuing Social Initiatives in the Energy Sector

The electricity Distribution Network Operators (DNOs) are required to deliver ongoing outcomes as a part of their Stakeholder Engagement and Consumer Vulnerability (SECV) programmes.

Measuring the effect of the road network on communities

With an estimated 13.7 million people living near the Strategic Road Network (SRN), Highways England wished to develop a series of satisfaction metrics for those living near the SRN as a pre-cursor to measuring satisfaction levels nationwide over the course of a year.

Investigating the Impact of a Crisis on Corporate Reputation

Over the years we have been asked by a number of companies to explore how their handling of disruption has affected consumer perception of their brand and to evaluate to what extent their communications with customers were successful in providing timely information thereby minimising dissatisfaction.

Helping South Staffs Water to improve customer service and drive behavioural change

Water companies face a series of increasingly challenging targets against a backdrop of population growth, climate change and environment protection. Whilst many of these challenges will be addressed through the actions of the company there are a number of areas that require behavioural change from customers.

Analysing the relative importance of saving time for travellers

The Department for Transport wanted to determine consumer values of travel time savings and reliability – key policy tools for transport planners throughout the industry. The brief was for a very large and wide-ranging study which – in addition to car, rail, bus and other public transport modes – would also cover walking and cycling.

Developing a new metric to evaluate quality of life

Sheffield University wanted to develop a broad measure of quality of life for use in economic evaluations across health and social care (no such metric existed at the time). It was important that the new instrument would be able to capture the benefits of interventions as well as incorporating aspect of life that are important to care recipients and carers.

Evaluation of communication during disruption

The Rail Delivery Group (RDG) wanted to understand how successful (or not) train operators were in communicating with passengers during unplanned rail disruptions – including delays and cancellations.

Evaluating the “need for speed” and its effect

Highways England is undertaking extensive work on the network including upgrading some of the most congested sections to smart motorways as well as conducting “business as usual” repairs and maintenance.