Product & Service Optimization
The key to delivering products and services that resonate is to understand each customer pool. We bring these insights to life by uncovering customer attitudes and behaviors to uncover the factors driving their decisions.
Through advanced quantitative analysis, we reveal patterns and trends that provide clarity in a crowded marketplace.
Research Services
Customer Attitudes & Behavioral Insights
Through advanced quantitative analysis, we reveal patterns and trends that provide clarity in a crowded marketplace.
Case Study: An IT technology firm cited concerns about customer’s lack of knowledge of different features. This was impacting their customer retention rate and complicated the onboarding process during training and implementation.
Bellator conducted an online survey using stratified sampling techniques. The survey targeted key decision-makers who purchased the software alongside the team members who were classified as end-users. Responses were analyzed with scale techniques and rich text responses to identify specific pain points in the software’s usability and interface. Through statistical analysis, such as factor analysis and regression modeling, we pinpointed critical factors influencing user satisfaction and dissatisfaction. Our insights guided the intuitive redesign of the software interface to improve usability and address user concerns while minimizing tech debt. As a result, user satisfaction increased by 34% and customer support requests decreased to non-critical triage levels.
Feature Preferences & Utility
Knowing which features matter most to your customers can make or break product success. We identify feature preferences and utility needs through comprehensive surveys and data analysis. This ensures that your offerings align perfectly with market demands, giving you a competitive edge.
Case Study: A consumer goods company seeking to expand their product line commissioned Bellator in an exploratory study to guide their new product design. Bellator presented potential product configurations, using a conjoint analysis, to a representative sample of target consumers. By analyzing participants’ choices across different feature combinations, we quantified the relative importance of each feature to identify the optimal combination of product features. The new product line resonated strongly with consumer preferences, resulting in a 17% increase in predicted sales within the first quarter of launch.
Service Loyalty & Driver Analysis
Our service loyalty and driver analysis uncover the factors that keep customers coming back. By focusing on these drivers, Bellator can help you strengthen customer relationships and foster long-term loyalty.
Case Study: A leading hospitality chain partnered with us to conduct a customer satisfaction (CSAT) study across multiple touchpoints, including accommodation, dining, and guest services. Using advanced statistical techniques, we identified key drivers of guest satisfaction, such as cleanliness, staff friendliness, frictionless booking and check-out, and feature value for spend. Our 1:1 consulting distilled these insights to translate into operational improvements, with cost-effective staff training programs and new service protocols.
Quality & Satisfaction Assessments
Quality and customer satisfaction is non-negotiable in today’s competitive landscape. Our assessments provide detailed insights into product or service quality and customer satisfaction levels.
Case Study: A regional healthcare provider engaged us to conduct a quality and satisfaction assessment across their network of clinics. Utilizing a mixed-method approach, we combined patient surveys with in-depth interviews from healthcare professionals. Quantitative data from patient satisfaction surveys provided statistical benchmarks, while qualitative insights from interviews identified specific areas for improvement, such as waiting times and communication effectiveness. Bellator’s analysis justified implementation of targeted improvements to lead to a 21% increase in patient satisfaction scores and similar retention rates.