Market Research Testimonials
Susan has provided Noni B with valuable insights of both our core customers and potential customers over the last 10 years. The research was detailed, relevant and useful. It was always communicated to our team in a manner that was simple and exposed the critical issues. If you want to understand your customers, talk to Susan Miller.
David Kindl | Joint Managing Director | Noni B Limited
A few years ago we decided we needed to survey our customers to measure their level of satisfaction with our service and to identify the things upon which we should focus to improve. At first we thought we could design a questionnaire and administer it via an online survey provider.
After many hours spent designing questions and process, we came to the conclusion that we lacked the objectivity necessary to craft questions in a way that would deliver unbiased responses and we did not know how to design a process that would enable us to gather and segment data in a meaningful way.
Luckily, we had Lucidity to fall back on. Lucidity provided the insight and experience we needed to make the survey useful – everything from questionnaire design, to process design and through to result interpretation. Lucidity were completely professional and spent time understanding our business and the issues likely to arise for our customers.
In the end, the survey cost us more than we had originally planned, but the value of the results we achieved (measured in terms of accuracy, utility and relevance) exceeded that additional cost many times over. We look forward to repeating our Lucidity survey annually and I have no hesitation in recommending them.
Peter Ludemann | CEO | Exclusive Tyre Distributors
Susan has worked with the Dymocks team on a number of customer insight assignments and on all occasions she has delivered valuable research with actionable findings. Susan takes the time to explore the aims of the assignment, ensuring that the appropriate approach is taken to deliver the desired learning. I would certainly recommend Susan to others who are looking to conduct their own market research.
Steve Cox | Managing Director | Dymocks
Lucidity’s research gave us great insights into what our corporate clients were thinking. A mix of face-to-face interviews and an online quantitative study yielded high-quality results – not just “nice to know” stuff. Lucidity’s analysis and recommendations and their success in eliciting from our clients specific suggestions for improving our range of services led to a valuable To Do list. Implementing those actions and running with those ideas has paid off handsomely.
Peter Hamilton | Managing Director | Universal Gift Card
I’ve had the privilege to meet and work with Susan Miller as a result of work done by the Lucidity Group in surveying our retail customers across two of our businesses. We felt this initiative was so effective that our company agreed to undertake an employee survey in each business to compare the views from the employee feedback and customer research findings.
The results have been insightful and have assisted each business to look at ways to further improve the ‘customer service excellence’ strategy to our customers. We are now committed in continuing to use Susan’s services and would recommend her and the Lucidity Group to anyone who is looking to improve their customer service offering, without hesitation.
Angelo Tselios | Human Resources / Learning & Development Manager | Exclusive Tyre Distributors Pty Ltd
Over the years, as a research provider, Susan Miller has provided change management support for our organisation which has been both professional and independent. Susan specialises in understanding and managing sensitive issues and real people issues. The service provided has proven cost effective and valuable.
Alex Diab General Manager Human Resources | NSW Business Chamber | Australian Business Solutions Group
Susan managed the employee survey process for Thomas & Coffey Limited for a number of years. She provided guidance in determining the survey structure, then took care of printing, processing and analysis. Great to deal with – and always delivered.
Guy Pearce | General Manager-People | Thomas & Coffey Limited
Susan’s strong marketing background and customer support means she always builds a project from the customer’s perspective, thinking of what matters to her customers, and able to translate the findings into meaningful and implementable recommendations to her clients. In addition, Susan is an excellent project manager. It’s always a pleasure to work on a project with Susan.
Jovita Susatija | International Market Analyst | La Trobe University
Susan Miller became a valuable extension to our small Marketing team. She recognised the idiosyncrasies of the professional hair care market and project managed all aspects of the research study from exploratory qualitative face to face sessions, through the quantitative reporting stage through to the presentation of the final report to our Marketing and Sales teams and Board representatives..all to a very high standard.
Robyn Pitt | Group Marketing Director | Sabre Group
I would recommend Susan to any organisation that is considering internal or external research as she is highly qualified and extremely skilled in this profession, and is able to work with her clients on an individual basis to ensure the nuances of their organisations are included in any project work. It is for this reason that Susan has been able to time and time again complete research projects that deliver valuable outcomes to help our business.
Phillip Fikkers | General Manager – Human Resource Services | Noni B Limited