The BRS Experience

Since 2003, BRS has expanded areas of expertise in corporate banking, SME market understanding, and consumer market.

BRS – Third Corner

In 2013 BRS combined our B2B, banking, and existing qualitative experience with leading qualitative researchers and marketers to form Third Corner.

Third Corner brings to our clients world-class qualitative consumer research to complement the BRS service offered and to better support our clients.

Our clients easily recognize the different value propositions that BRS and Third Corner offer, combined with joint project management, the highest standards, and excellent reporting.

Why work with BRS?

The reasons for working with BRS are:

  • The BRS team is committed to delivering first class, timely, accurate projects to our clients to assist them drive business performance.
  • The BRS team have a proven track record of conducting successful research and consulting projects that exceed our customers expectations.
  • BRS provide consulting and market research expertise.
  • BRS utilises the latest analytical models to assist in reporting of research data.
  • BRS exceeds the provision of research findings by providing deep insights into strategic implications and options.
  • BRS quality of customer management, confidentiality of findings and commitment to excellence is second to none.

Our Products and Services

1.Customer Satisfaction and Loyalty
  • Advanced Customer Satisfaction Model
  • Tailored Satisfaction Models
  • Loyalty Tracking
  • Customer Engagement Index
  • Net Promoter Score - NPS

Shortcomings of most satisfaction models

  • Many satisfaction models provided are of a standardised nature with low flexibility and minimal customisation.
  • Current satisfaction models lack the rigour of including appropriate focus on key loyalty attributes.
  • Other current models do not identify changes in the customers’ satisfaction over time – momentum of relationship.
  • In some cases, critical attributes contributing to a company’s or brand’s satisfaction score are different from perceived market importance, resulting in misleading of the value VS potential value to be focused.



Critical Customer Analysis

A challenging approach to customer satisfaction is the mechanism for identifying customers’ needs, potential customers and critical customers.


 Consistency of satisfaction

Lower consistency will help identify the factor(s) that the company needs to understand.

Net Promoter Score

The NPS (Net Promoter Score)* as a singular customer satisfaction metric has grown in popularity in recent years for many organizations looking for a simple singular metric to assess overall customer satisfaction levels.

  1. Promoter  
Customers that give you a score of 9 or 10. These customers are loyal enthusiasts who will keep buying and refer others, hence fueling your growth.
 2. Passive     
Customers that give you a score of 7 or 8 are satisfied but unenthusiastic. They are vulnerable to competitive offerings.
 3. Detractors 
Customers that give you a score between 0 and 6 are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

How it Works

The NPS is based on a direct question: How likely is it that you would recommend our company/product/ service to a friend or colleague? The scoring for this answer is most often based on a 0 to 10 scale.

Additional questions help a company rate the relative importance of these other parts of the business in the overall score. This is especially helpful in targeting resources to address issues that most impact the NPS.

2.Market Studies
  • Identification of market characteristics, behaviour, needs, views and supplier selection criteria
  • Market positioning
  • Customer share of wallet
  • Market sizing and demand estimation
  • Product concept test
  • Any other business questions?
3.Market and Customer Segmentation
  • Customer segmentation
  • Market segmentation
  • Segmentation Strategies
  • Tailoring Segmentation plans
  • Size, industry, location, benefit, affinity/loyalty
  • Attitudes, needs, and value
4.Value Optimisation
  • Customer Value to Client
  • Customer Value to Competitors
  • Customer Value to Market
  • Customer Value Clusters
5.Brand Strength Evaluation
  • Brand Tracking
  • Brand Funnel
  • Brand Loyalty
  • Brand Awareness
  • Brand Switching
6.Developing Service Excellent
  • Review Service Standard
  • Mystery Shopping
  • Competitor Study
  • Customer Service Needs
  • Service Training

Mystery shopping can provide this measurement as it aims to collect facts rather than perceptions.

Mystery shopping involves the use of individuals trained to experience and measure the customer service process by acting as potential customers and reporting back on their experiences in a detailed and objective way.

“See your service through your customer’s eyes.”

  • On-site branding and operational compliance
    Staff appearance, friendliness, and engagement
  • Sales force effectiveness
  • Waiting and service time
  • Overall quality of product or service
  • Cleanliness and general appearance of location—both interior and exterior
  • Product/service selection and availability
  • Cleanliness, functionality, and stock condition of restrooms
  • Up-selling of additional products and services
  • Customer thank you and invitation to return
  • Overall on-site customer experience

BRS has been offering mystery shopping to leading organizations operating in major industries over time.