Consumer research for older and disabled people

Text Size:

Current Size: 100%

Consumer audit

Consumer audit survey form

An independent audit, providing a snapshot of how disabled customers experience and view your business and brand.

Why do I need one?

It delivers:

  • Mystery shopping, across different disability groups and customer service channels
  • Brand and competitor insight
  • Validation of service usability
  • Benchmarking baseline for future monitoring
  • Best practice in inclusive consumer research
  • Accessibility audit and testing of customer complaints and feedback systems

What is involved?

The audit will be managed by Rica’s specialist research team. It will deliver independent, robust research involving direct input from disabled and older consumers and utilising Rica’s experience of best practice in inclusive consumer research.

Cost

We aim to tailor our audits to clients' needs with 'Bronze', 'Silver' and 'Gold' audits. 
As the level increases so does:

  • participant sample size (increasing data robustness)
  • channels of customer interaction investigated (increasing scope of audit)
  • reporting offer (increasing value)
  • best practice insight advice (increasing knowledge)

We are happy to discuss adding tailored elements to any audit level, for example a brand survey across our 700 person panel, or a co-creation and discovery customer workshop.

Bronze audit £8K + VAT

  • 12 mystery shopping investigations of one customer channel (e.g. store/phone/online)
  • 12 telephone interviews to collect insight on your brand vs competition
  • Online review of complaint procedures access and usability
  • PowerPoint report + presentation

Silver Audit £12K + VAT

  • 36 mystery shopping investigations across three customer channel s (e.g. store/phone/online)
  • 12 telephone interviews to collect insight on your brand vs competition
  • Online review of complaint procedures access and usability
  • PowerPoint summary report + presentation

Gold Audit £17K + VAT

  • 72 mystery shopping investigations across three customer channel s (e.g. store/phone/online)
  • 24 telephone interviews to collect insight on your brand vs competition
  • Testing complaints procedures plus online review of access and usability
  • Inclusive insight consultancy and best practice advice
  • PowerPoint Executive Summary report + full report + presentation
Contact Caroline Jacobs, Rica's Head of Development, to discuss commissioning consumer audits.