Market Research Testimonials
I have had the privilege of working with Susan from Lucidity Group now over the course of many years, on some major marketing research projects and customer surveys. I have always been impressed with Susan’s professional client interaction and her passion and curiosity to uncover insights and her ease in translating them, all done in a timely manner. Most recently, Susan has assisted Exclusive Tyre Distributors with a major segmentation study helping us understand, who and how people buy tyres and what influences their purchase decisions, this in-turn influenced the marketing and promotional strategies giving us the opportunity to build and strengthen our brands and the relationships with these consumer segments. I highly recommend her.
Andrew Collings | National Marketing Manager | Exclusive Tyre Distributors
I had the pleasure of meeting Susan during the implementation and presentation of our annual resident satisfaction survey, which Lucidity Group have been conducting for RetireAustralia since 2015. The information we receive from the results of the survey are vital to our core business success – providing us with the opportunity to learn, adapt and improve our villages for all residents.
Susan is a delight to work with, we trust and draw on her insight each year when we look for ways to improve our survey questions and the way this is reported back to the business. With each continuing year our results are tracked, so not only are the results valuable for this year but we can continue to see how we have improved or where we need to improve compared to previous years. These results are invaluable resource to our Village Managers and Operations teams. I wouldn’t hesitate to recommend Susan and Lucidity to other businesses who are looking for ways to improve their overall customer satisfaction.
Simon Fawssett | COO | RetireAustralia
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
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
VACC has had the pleasure of working with Lucidity Group on a major strategic stakeholder initiative. This work required multi-level analysis of VACC member perceptions which was facilitated through a number of research approaches. The project outcomes were excellent, and this included maintaining a close dialogue with the VACC Executive Board and with an ability to engage with a broad cross-section of the automotive industry. Excellent project management by Susan and the team.
Geoff Gwilym | Chief Executive Officer | Victorian Automobile Chamber of Commerce
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 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
Lucidity Group was recommended to us by an external stakeholder and we used them for our most recent employee engagement survey. The service was cost effective, development and implementation process was simple, employee response rate was fantastic and the results were easy to interpret allowing us to formulate HR and business strategies to support our people. I would encourage others to look into the services of Lucidity Group.
Robyn Horskins | Head of Human Resources | VACC
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