Matt combines an appetite for knowledge with 18 years’ experience across client and agency-side roles in research and marketing. Matt has worked with many major brands including Tesco Bank, Telstra, GfK and top enterprises in Australia and the UK. As a Research Director, for Vision Critical in Melbourne, Matt’s role is to tune into the needs of clients and deliver research that makes an enduring business impact. Matt leads qualitative and quantitative research projects with an exclusive focus on Insight Communities.
Co-Presenters: Michelle Rogers
As researchers and users of research, we seem to have an unspoken assumption when we gather and present survey research and make decisions, that each participant has provided their answer and it’s their final word. In this paper, we’ll share a case study and present the argument that we gain significantly greater insight as researchers when we challenge this ‘final word’ assumption. The session will touch on the concept of the Crowd Within, where multiple answers from participants can create create more accurate estimates. We’ll share Telstra’s experience working with a longitudinal NPS and customer experience study. We’ll discuss how the work of customer experience professionals is continually being undone and redone in the minds of consumers. For organisations running NPS programs, we offer fresh thinking about how scores move. By listening out for changes in the answers that participants give over time, we learn where to look to find actionable stories. For the adventurous researcher, further possibilities for research innovation are explored.