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Research Services

Customer Experience

When it comes to understanding how to optimise people's satisfaction with your brand experience, the challenge is to explore what matters to consumers; how they judge that experience; and determine how to create positive memorable experiences for customers that uplift their perceptions and satisfaction.

Disability & Inclusion Research

We have a unique understanding of the disability market and how to access disabled people’s perspective through research - presenting strong credentials in the Travel market in particular.

 

Our team of Research Experts works closely with Helen Dolphin MBE, Specialist Advisor on Disability and Mobility issues. Creating better services, products and experiences for people with disabilities and impairments matters to us.  

Retail & Travel Retail

We help brands to enhance their retail proposition; develop new product and service strategies; and to increase sales through stronger engagement in-store.

We understand Consumers and Shoppers in everyday and luxury markets, as well as in supermarkets, department stores, and Travel Retail.

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Observation, In-the-Moment Interviews and Mobile Ethnography to get inside the consumer's personal world;  Virtual Online Groups, Consumer Workshops and IDIs to have more considered discussion. We design tailor-made research studies that elicit the emotional and rational factors that influence Shoppers’ retail behaviours.

Communications

​​We work with brands to inform their communications strategies in BtoB and BtoC markets to deliver advertising, promotional and social media campaigns that resonate and motivate their consumers.

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Whether the need is to engender a cultural shift in employees’ behaviour; or whether it is to develop an engaging consumer promotional campaign in an increasingly competitive omni-channel market-place; well thought through qualitative research programmes (comprising Online, Digital and In-person solutions) provide invaluable clarity of direction that makes a difference.  

© 2025 by Caroline Thompson Associates

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