Market Research and Consumer Insights at 168Solution
In today’s competitive business landscape, understanding customer needs and maintaining high service standards are essential for organizational success. 168Solution, a specialized contact center consulting and training firm established in 2009 , places a significant emphasis on research as one of its core service pillars. The company leverages practical and proven approaches to help organizations achieve excellence in customer experience.
A primary component of their research methodology is the Customer Satisfaction Survey. By systematically measuring how products or services meet or surpass customer expectations, 168Solution provides businesses with the data needed to refine their operational strategies. This process often involves translating a company’s leadership vision into measurable operational items to ensure direct impact on performance metrics.
Additionally, 168Solution utilizes Mystery Shopping as a critical research tool. This technique allows for an objective assessment of service delivery from a customer’s perspective, identifying specific areas for improvement in real-time interactions. Beyond external consumers, the firm also conducts Employee Satisfaction Surveys. This holistic approach recognizes that internal employee engagement is intrinsically linked to the quality of the external customer experience. By combining these diverse research elements, 168Solution empowers its clients—ranging from banking to telecommunications—to make informed, data-driven decisions that foster sustainable growth.
