Using the Epley Probe® methodology, we intently listen to your individual customers or employees to reveal the deep unknown—the mysteries about your customers that no other research firm can uncover. We listen. We reveal. We recommend.
Our Epley Probe® methodology and process is detailed, planned, and rigorous. The Epley Probe® reveals customer movement—the shifting of your customers that may not be visible to you until it’s too late.
The Epley Probe® methodology is our proprietary tool that employs in-depth, one-on-one interviews using a structured guide. All interviews are conducted by our team of highly skilled research interviewers.
To discover the root causes of those problems that keep you up at night, you may have us probe on one or all stages of the customer or employee relationship—perhaps the initial sales or acquisition phase, problem resolution with customer service agents, follow-up on lost customers, or exit interviews for employees, to name a few.
Because all of our clients’ needs are unique, we offer three separate levels of engagement for the Epley Probe®. Each level is based upon the number of active listening interviews, the breadth and depth of interviews, the level and types of reports received, and the overall scope of the business issue.
The reports and analyses you receive are at the individual customer level—not aggregate statistics that lack the richness of information you crave. Reports are in your customers’ own words and provide a view into the blind spots you didn’t know even existed. They relate personal and revealing stories about their relationships with you and let you know where your risks lie. Depending upon the level of assessment you choose, reports may include audio files, transcriptions, and/or individual narrative profiles and summaries.
