Customer Experience and Tracking

We find out about the customer and what it’s like to be a consumer of your product.

From usage and attitude studies to product efficiency projects, we work to strengthen our clients’ customer retention and loyalty strategies.

At Gusto we also offer customer segmentation, satisfaction tracking and mystery shopping surveys, delivering you research that really matters.

We also examine what satisfaction means, what expectations exist and how these can be delivered upon, as well as understanding of actual experience.

Statistical Modelling

We use our extensive experience to predict outcomes and forecast expected market share across different product constructs and pricing scenarios. We do this by employing a range of statistical analysis techniques, ranging from multivariate research methods to trade off and predictive modelling.

A particular area of our expertise is the development of simulators that use logistical regression modelling, which test ranges of features, benefits and price points and examine their impact on customer purchase behaviour.

Business Integration & Change

We have extensive experience of business integration and change in relation to important merger and acquisition activity in the financial sector.

Examples of our work include:

• Post-merger Brand integration and co-existence
• Branch change programmes, from concept development through to tracking studies
• Understanding the impact of banking platform migration amongst business and retail customers and developing potential improvements to integrate into future change strategies
• Change communication audits and development projects across a variety of channels
• Researching mitigation strategies.

Our success is based on effective immersion and understanding and the ability to engage with internal stakeholders. At Gusto we work to tight deadlines across multiple workstreams, always delivering highly focused debriefs as well as business critical insights and recommendations.

Category Management

Sales data can only tell you so much about your category and its performance – it’s customer feedback that often unlocks the key to successful category management and at Gusto were are experience at working in store with customers to access this information for our clients.

Utilising at fixture and backstage techniques we explore the impact of promotions, planograms, fixture communication and brands on the category and these can be maximised to best effect

Innovation & Product Development

From limitless and creative idea generation to post launch tweaks, we support our clients at all stages of the development process.

Using a mix of creative techniques with customers, employees and even the board of directors, we unlock the insight required to drive idea generation and development forward.

At Gusto we show you the commercial potential of your ideas through a variety of predictive tools and statistical modelling. Post launch, we help clients to monitor and measure performance to make sure that products continue to evolve.

Communication & Branding

At Gusto we will ensure that your communications are straightforward, understandable and aimed at the right audiences. Our aim is to effortlessly bridge the gap between idea development and insight.

We also measure awareness, health check brands and establish strength of equity. We work continuously to build, reposition and guide activity within the competitive landscape.