For all business enquires please contact
Phil Hutton on +44(0)79 21331822
Phil is a full member of the CIM (Chartered Institute of Marketing) and the MRS (Market Research Society). Phil moved into Market Research in a client side role for Gallaher Ltd and then went on to enjoy working for a number of reputable agencies, namely Research International, Maritz Research, Harris Interactive and Lorien Research. Phil has experience of setting up and managing a number of ad hoc and continuous projects within the retail, automotive, healthcare, transport, leisure and public sectors.
Phil has concentrated the majority of his career on customer research (for the most part, customer satisfaction and mystery shopping) and is quite passionate about research that can input into improvement initiatives with customer facing teams.
Phil's time outside of Onsite Research Solutions revolves around his family, travel, high handicap golf, snowboarding and motorcycling.
Onsite Research Solutions calls upon the expertise of a growing list of specialist associates who we work closely with on a day to day basis in the following areas - analytics, web based data collection and online reporting design, data processing and coding and field teams with specific skill sets also according to the needs of each project e.g. IQCS interviewers or observation based researchers (mystery customers or price checkers).
All of our associates have gained 10 or more years experience in their field and are brought together to assist us deliver upon each specific client brief.
This approach to business offers our clients the best of all worlds enabling them to take advantage of a unique blend of senior level experience for their individual research needs.
There is much debate surrounding the use of customer satisfaction as a key business metric. The following quote clearly suggests satisfaction as a stand alone measure is somewhat unsound.
‘65% - 85% of customers who defected stated they were satisfied or very satisfied with their former supplier’. Harvard Review
Some regard the single measure of a customer’s ‘likelihood to recommend’ as the only true customer based indicator of future business growth. As with many suppliers this side of the Atlantic however, we believe these measures form an integral part of a balanced customer satisfaction survey that seeks opinion on product / service attributes and various aspects of the relevant communication and distribution channels of the particular proposition.
A more comprehensive customer satisfaction programme also seeks to determine the key drivers of satisfaction / loyalty and investigates their relative importance. By tracking these measures over time, clients are able to plan and prioritise the strategic allocation of resources. Similarly, by grouping customers into meaningful segments, communication strategies and NPD initiatives can be more effectively targeted.
Onsite Research Solutions conduct over 2,000 customer satisfaction interviews every month of the year. We specialise in both face to face and web based data collection methodologies to offer our clients fast, economical access to their customer’s views.
Mystery customer research (mystery shopping) is a key part of the service offer at Onsite Research Solutions. We provide this research discipline either as a stand alone observational tool or as part of a more integrated approach to:
‘Service evaluation for service improvement’
Onsite Research Solutions currently manages mystery shopping in petrol forecourts, the licensed trade, branded bars and restaurants, supermarkets, department stores, children’s retail, opticians and certain mobile phone outlets. Yes, our clients benefit from a national field team, sophisticated allocation systems and engaging reporting outputs to support their programs ...
But more importantly, our clients benefit from working with an agency that always seeks to maximise the commercial benefit of their investment by way of designing and implementing programs that set out to provide a difference in the way front line teams receive information and act positively upon the findings.
Our experienced field force of price data collectors provides comprehensive coverage of the UK and Ireland. They utilise a variety of ‘sensitive’ techniques to collect price and promotions data. Our team collect prices with and without store level knowledge; we use smart software to then validate the prices as a first point quality control as well as subsequent electronic validation at our offices to eliminate erroneous price patterns. All pricing summaries are then 100% verified by
One definition of employee engagement states;
"An engaged employee is a person who is fully involved in, and enthusiastic about, his or her work. Engaged employees care about the future of the company and are willing to invest the discretionary effort, to see that the organization succeeds"
(Seijts and Crim 2006).
Whilst there is little evidence of widespread agreement in the definition of employee engagement, there is widespread agreement that measuring employee satisfaction alone is narrow in its focus and ultimately less actionable as a key business metric. A statistical relationship is also claimed to exist between employee engagement and productivity, profitability, employee retention, safety and customer satisfaction - this relationship not being the case when looking at job satisfaction alone.
At Onsite Research Solutions, we ...
Onsite Research Solutions is a marketing research agency established to serve a growing need for an informal, consultancy based service aligned with large agency resources.
We currently work for an enviable list of clients in petroleum, retail, grocery, loyalty management and fast food restaurant sectors. Our expertise includes customer satisfaction & loyalty, mystery customer research, employee engagement and pricing research.
Onsite Research Solutions. Registered in England and Wales.