For more than three decades, I've had the privledge to unearth, through our quantitative and qualitative research practices, those "golden nuggets" of service delivery that binds customers to their providers. Many of these service delivery practices transcend industries and ingender lasting business relationships.
By concentrating our research efforts within the intensive service industries, such as health care, telecommunications and utilities, the subtle and often unrecognized needs and desires of customers are revealed.
Our latest effort has been an assessment of service quality measurement within the new-age Ride-Hailing industry, both from the perspective of drivers and riders.To accomplish this, I completed a six-month, part-time stint as a ride-hailing driver, attempting to determine the efficacy of the current measurement protocol.(Customer Rating: 4.92/100 Five-Star Ratings)
The range of our quantitative research projects has been broad. What initially began as a series of regional behavioral health care epidemiological research studies, designed to identify the incidence and prevalence of mental health disorders, morphed into a full-spectrum marketing research service focusing on branding and customer satisfaction.
The same research practices have been extensively used to gauge employee support for various employer propositions, voter support for issues and political candidates, and receptivity to newly proposed products and services.Typically, our survey research seeks to establish the magnitude of what we find of interest from our qualitative focus group research.
The qualitative focus group setting is the incubator for identifying service practices that stand apart, that breed deep customer commitment. It is within this compressed laboratory setting that subtle nuance of perception and attitude dominate.
The results of two or three well-crafted and executed focus groups can keep a company busy for months as it seeks to upgrade its service delivery protocol.
In a span of more than two decades, we have conducted more than a 1,000 focus group sessions, often evaluating existing services in the marketplace, and enabling us to develop a keen sensitivity for capturing the most impactful information.
There is considerable debate and consternation among ride-hailing drivers over their employer’s Five-Star Rating system, where riders rate their drivers at the completion of each trip. Driver complaints appear to be related more too how the information is used, rather than the actual measurement method employed.
There are two critical aspects to assessing service quality:
• The metric selected: Is it the best?
• How is it to be used?
Here is what our current and former clients are saying:
Research Manager at AT&T
St. Louis, Missouri
"Rich Hunter is an experienced and fascinating expert regarding marketing research design, execution and analysis. I’ve known him for longer than I care to admit, and he continues to redefine himself, and to master -- or create -- new marketing research tools and techniques. He is passionate about his work, and brings a wealth of insight and experience. I highly recommend him to anyone who needs a seasoned pro to guide their marketing research efforts."
President, IVR Doctors, former Vice President, Market Strategies International
"Dr. Rich Hunter is one of the finest market researchers with whom I’ve had the pleasure to be associated, over my 39-year marketing research profession. At the outset of my career, I was exposed, on a daily basis, for two years, to Rich’s expertise in both qualitative and quantitative research. I personally took notes for more than 50 focus groups he moderated and I then set out to dedicate myself to model my moderating on what I learned, first hand, from my observations of Rich.Today, when praised for my own moderating experiencd by clients, I mentally thank Rich for giving me the moderating tools I learned at his feet. On the quantitative side, Dr. Hunter managed one of the most complex projects I’ve ever been associated with, before or since, with 2,700, 90-minute, face-to-face, customer value and conjoint interviews. In this capacity, I learned the tools of proper research survey design along with the challenges of creating, executing and then analyzing such a comprehensive study. He also led the training and instruction to our client on how to administer the surevy under tight deadlines and demanding client expectations. "
Dissertation Advisor, Northcentral University Department of Business and Technology Management, and former executive at energy, retail, and entertainment companies
Wilmington, North Carollina
"For thirty-years, Rich has been my go to guy when any of the companies for which I have worked needed fast, comprehensive, and professional research done. From interviews and focus groups to high-level statistical analysis, when it comes to research he knows how to do it and how to get the most out of it for the client. He won't waste your money."
Former Director, Ohio Department of Alcohol, Drug and Addiction Services
"Rich Hunter is my preferred statistical consultant. I have contracted with him on numerous occasions to analyze complex datasets spanning voter behavior, self-report adolescent drug use, and the prevalence of mental illness. His extensive understanding of multivariate statistical procedures and capacity to identify meaningful and actionable trends has proven valuable on every occasion. I always call Dr. Hunter when data and logic are required to solve mission critical problems."
Graduate School Dissertation Chair, Northcentral University Department of Business and Technology Management
"Rich is a long-time friend and business partner. Without question, Rich is a get-it-done kind of guy. He is brilliant in so many ways: as a strategist, teacher, presenter, researcher and very savy business man. For a company in need of the most accomplished strategic and research consulting capabilities, I could not offer a higher recommendation for someone that I trust and honor so completely."
Please contact us using the information below.