4P is a market research agency that provides both data and solutions. We guide businesses in making decisions that matter.
On the basis of our 20+ years of experience, the flurry of knowledge coming from different fields and continuous work on combining our expertise with customers' perspective as well as the cultural aspects - we are building strong & important brands for people, consumers and workers.
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4P is a research agency delivering not only data, but also solutions. We help business make decisions that bring about energy and change.
Based on over 20 years of experience, synthesis of knowledge from various categories, constant attempts to integrate our individual experience, to combine consumer perspective with cultural insights, we can together with our Clients create salient and relevant brands, as well as unique experience for people, consumers and employees.
Building positive Customer Experience in the dynamically changing world is becoming a must-have solution. New, increasingly conscious consumers are more demanding, it is more and more difficult to take them by surprise, attract their attention or keep their loyalty. In our highly competitive world, to win one must not only offer excellent products and services but first of all positive customer experience in both the online and offline world. Properly designed Customer Experience and User Experience :
At 4P, we understand the role and significance of CX across categories. We know how to support Customer Experience Management (CXM) processes at any stage: strategy, designing, implementation and monitoring, e.g., via:
We have vast experience in CX and UX research for the financial, e-commerce, energy, media, and gambling sector, to name but a few.
We have also worked on wider customer experience management projects. We support our Clients in building a whole ecosystem of CX activities, and help them select initiatives increasing the organisation s sensitivity to customers voice.
CloseNot always is the consumer a good source of information. Sometimes they do not know what they want and are unable to predict how they will behave. Most of them do not know what they will like in the future, either.
When conducting marketing or business research projects, it is often necessary to look beyond the perspective of an “ordinary” person or even an expert.
Cultural analyses and trend analyses aim at obtaining a broader context, allowing us to diagnose what is currently important in the broadly understood culture/category, what kind of changes can be expected, which phenomena and tendencies will get stronger, and which will gradually ease.
Semiotic analysis of the communication strategy for a category includes the reading of rules, codes, and conventions governing this category as well as the analysis of brand positioning (own and competitors’); it shows where the communication of the Client’s brand is positioned in relation to the communication of competitors.
These are invaluable sources of information supporting our Clients in making decisions about product development, communication, or business model change.
4P deals with cultural analyses and desk research in a broad sense. We prepare analyses for individual ad hoc projects, often proposing such a module as a complement to the consumer perspective. We also prepare syndicate reports, wider in scope, in which we look at trends within a specific area that is important at a given moment.
Not only the recipients of products and services are customers of your company. Each of your employees is your client as well.
Many studies have proven there is a relationship between Customer Experience (CX) and Employee Experience (EX, EXJM, eNPS).
The task of today’s companies operating in the employee market (with a growing number of employees from Y and Z generations who are described as more demanding) is to create the kind of Employee Experience that will motivate the team and lead to continuous improvement of Customer Experience and, consequently, of the company’s results.
4P studies and designs the changes in the following areas:
We support our clients in research and development of the Diversity, Inclusion, and Wellbeing programmes.
We have a proprietary tool for measuring and managing the risk of job burn-out which often affects Baby Boomers and Generation X employees.
We accompany organizations at all stages of the Employee Journey, implementing such modern strategies as:
Our work models include projects, outsourcing, and insourcing.
We have extensive research and project experience, a team of dedicated HR consultants, and advanced technology tools.
New Product Development is not an easy art. Consumers are often suspicious of new products. They are satisfied with what they have and they lack the imagination to appreciate benefits offered by new products. Hence, we have examples of products that scored low in preliminary consumer research, only to become great market successes – like Sony Walkman or the first ATM.
New product or service concepts are undoubtedly difficult to study – but difficult does not mean impossible. We know and use different approaches at different stages of the process: a smaller, clever bulletin board, a large online community, a creative concept lab, or a traditional focus group. Research process models are also numerous – new concepts can be pre-explored/tested qualitatively and then the more advanced prototypes can be examined quantitatively. It is also possible to have a comprehensive study combining different methodologies (qualitative and quantitative) with various elements of the new product (concepts, products, packaging, price, positioning) in modern, hybrid formulas.
We know how to do it. In addition to researching and delivering data, we are able to support our Clients throughout the entire process of innovation design – by implementing broader processes of service design/design thinking whose final result is the creation of the most perfect prototype of a product, service, or business model.
Customer loyalty means higher profit for a company. It is a simple and undeniable fact.
That is why satisfaction and loyalty surveys continue to be so popular among marketers who appreciate them more and more due to current changes in the market (increasing competitiveness, growing role of WOM and influencers). Nevertheless, there are new expectations towards such studies.
Nowadays, satisfaction and loyalty research does not involve tracking how the numbers have changed. A good survey not only measures customer satisfaction and loyalty, but also determines the kind of effort and actions to be taken to increase consumer loyalty.
We like to combine the interpretation of satisfaction and loyalty research results with CX and standard-related work. Based on that, we are able to formulate recommendations as to what is worth investing in the first place.
In addition to the research programme, we offer the clients our support in making use of research results (by effectively implementing the new knowledge into the organization) and designing the activities which will optimize customer satisfaction.
Brand and communication are two basic marketing topics, and market research classics.
Despite the emergence of new trends and innovations, brand management and communication strategy management continue to be important areas for marketers.
Although this type of research has had a long tradition and the basic research issues are still defined according to the classic approach (for the brand: awareness, image, and loyalty; for the communication: attractiveness, distinctiveness, and coherence with the brand’s DNA), the manner of conducting it has changed over the years.
Due to the fact that brand management and brand communication are nowadays executed via different modern channels, using newer and newer formulas (digital campaigns, influencers, native marketing), the very form of the research needs to be flexible and properly incorporated in the new reality absorbed by the consumer-respondent (to whom marketers refer, more and more frequently, simply as a person).
Brands and their communication are unique, and so are the surveys. That is why our research projects are always customer-tailored: we research methodologies to the character of every project, to the specifics of a study population (we approach Millenials, Zets, and 50+ Active Traditionalists differently), even to the specifics of the category (our exploration of a beer brand/communication will vary from how we will approach an Internet portal brand).
In our projects we use all kinds of tools and approaches.
We carry out all kinds of research projects:
We like hybrids, 360° projects, because we know that a combination of different approaches allows for better understanding of our complex reality. But if the client’s budget and timing so require, we can propose a clever, agile approach. Irrespective of the scale of the project, we interpret the data using our cross-category experience and expert knowledge we have been gathering for a long time and continuously re-working internally. In the world where consumers demand more and more we want to co-create with our Clients unique brands that will matter to consumers — brands with uncommon and efficient communication.
CloseThe research conducted by the Mystery Shopping Providers Association has shown that 68% customers are lost to brands due to unsatisfactory customer service and atmosphere at a point of sale.
A dissatisfied customer is a serious problem for a company — only 4% of people who have had an unpleasant or disappointing experience will complain about it to the company itself, yet all will inform their friends and relatives about the fact, preferably via the Internet (because it is the easiest), leaving a negative footprint which can be easily found by others.
4P knows how to monitor the entire customer service process in an effective way. The quality and appropriate preparation of auditors, procedures, and survey questionnaires allow us to diagnose the factual situation accurately and interpret it in relation to the applicable standards.
We believe that Mystery Shopper surveys should be conducted along with customer satisfaction studies in order to diagnose the extent in which company standards are met at particular outlets or branches, to verify whether a specific standard matters to customers, and whether compliance with that standard translates into higher customer satisfaction.
Data is an invaluable source of knowledge on customers and the market. When used properly, information coming from customer databases, transactions or interactions with users helps gain competitive advantage and tailor the offer to customers actual needs.
If you have a vast customer database but are not sure how to fully utilise its potential, our advanced exploratory techniques will enable you to:
It allows for:
To let you even better understand your customers, we offer:
CLTV measures the value of the customer throughout their relationship with the company. CLTV analysis helps:
Each customer lost is a challenge for the firm. The analysis helps:
Do you want to know which products tend to be bought together? Basket analysis will help you:
An effective Call Centre is not only about fast service but first and foremost about satisfied customers. We offer:
Do you know which marketing channels ensure the highest ROI? With Media Mix Modelling, you can:
In the multichannel world, customers interact with the brand in many different ways. Our attribution analysis allows for:
We utilise such advanced methods as the Markov chain to accurately model consumer behaviours.
Shopping journey optimisation is the key to higher conversion. With our analysis we:
Data is valuable as long as it is clear and accessible. We offer:
We employ such tools as Shiny or Power BI to ensure transparent access to key information.
Consumer Bot AI in the service of the Voice of Customer
Companies wishing to succeed in the digital era must gather and analyse customers opinions. Our Consumer Bot is a smart tool that supports Voice of Customer, combining Ai with consumer research, transactional data, and complementary sources of knowledge.
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