Customer research that scores the opportunity

Novartis Consumer Health wanted a customer research tool to benchmark each country/market, identify customer attitudes and determine the potential for change.

Working with our international field research partner, SMR, the Stepping Stones research and econometrics tool, Touchpoints, achieved this. It calculates a precise % and factor relationship between Share of Customer and the Business Excellence score (based on key company ex

Other cellence factors), the Customer Bonding score (based on key brand attitudes) and the Touchpoint satisfaction score.

Touchpoints is tailored for each market while also enabling inter-market benchmarking.

TOUCHPOINTS is now in use to help Novartis identify Global opportunity, from Italy to Australia, Germany to Brazil. According to Geir Halstad, the European head of the project, "Angus's unique combination of analytical sharpness and operational business understanding made his company Stepping Stone our prefered partner for our annual Global Customer Satisfaction surveys within Novartis Medical Nutrition. The learnings from the surveys have had direct impact on the way we do business."

Scoring potential (256k Microsoft Word)