Consulting service
Customer & Consumer Intelligence
Customer intelligence consulting explains who your customers are, why they buy, why they leave and what they will pay for next. Douglas Insights combines structured interviews, surveys and behavioural data into segmentations and satisfaction programs that commercial teams actually use.
The problem
Where this usually goes wrong
Surveys without follow-up
NPS gets measured, reported and filed. Nobody interviews the detractors, so the score never moves.
Segments that describe, not predict
Demographic segments look tidy on slides but do not predict purchase, churn or upsell.
Panel-only research
Cheap panels answer fast and badly. Professional respondents tell you what you want to hear.
Churn gets discovered in the revenue line instead of the research, product invests in features loyal customers never asked for and marketing speaks to segments that do not exist at the point of sale.
Our approach
How Douglas Insights solves it
Audit what you already know
CRM, support tickets, past surveys and sales notes are mined before new fieldwork is commissioned.
Field the right mix
Depth interviews for the why, surveys for the how many, screened respondents rather than open panels.
Build segments that predict
Needs and behaviour based segmentation validated against real purchase and churn data.
Install the tracking
A repeatable CSAT, NPS or brand tracker with owner, cadence and a closed-loop follow-up process.
What you receive
Named deliverables, not vague workstreams
- Needs-based segmentation with sizing per segment
- Voice of customer findings with verbatim evidence
- CSAT and NPS baseline with driver analysis
- Churn and win-back interview findings
- Brand perception study versus named competitors
- Tracker design with cadence and ownership plan
- Workshop to land the findings with your teams
Where this applies
Typical situations
Every figure ships with a numbered source. Interviews, filings and trade data are logged in a source register, and the working model is part of the deliverable.
Read the methodology →Common questions
Customer & Consumer Intelligence: frequently asked questions
Do you use online panels?
Only with screening and quality controls, and never as the sole source. Depth interviews with verified buyers anchor every program.
Can you run this in multiple countries?
Yes. Fieldwork runs in local languages through vetted partners while analysis and reporting stay with the same Douglas Insights team.
How fast can we get a baseline?
A single-market CSAT or NPS baseline with driver analysis is typically delivered in four weeks.
Who owns the data afterwards?
You do. Instruments, raw anonymised data and models are handed over at the end of the engagement.
Scope a customer & consumer intelligence engagement
A 30 minute call to define the question, then a fixed fee proposal within 48 hours with named deliverables and timeline.