Customer and Citizen Insights

As a full-service research firm, CSPN specializes in both qualitative and quantitative research. As innovators with roots in traditional research, we understand focus groups, in-depth interviews and physical and digital intercepts play a pivotal role in many research projects. Combined with new techniques and emerging technologies, CSPN designs, deploys and analyzes internal and customer research projects that transcends platforms. CSPN’s research capabilities include:

Quantitative Research

  • Surveys (On-line, Mobile, SMS, Phone, Cross-Platform)
  • Advanced Data Collection (Video/Media Upload, Automated Voice Surveys)
  • Conditional Logic, Multi-Page Forms, and Conversational Forms to Humanize the Experience
  • Menu-Based Conjoint Analysis
  • Supported By Technology Solutions Including: Qualtrics, Medallia, CATI and Survey Monkey

Qualitative Research

  • In-depth Interviews
  • In-Person or Virtual Focus Groups
  • Ethnographic Studies
  • Online/Digital Communities
  • Supported By Technology Solutions Including: Recollective, Zoom, WebEx, MS Teams

Data Analysis

  • Statistical Analysis (descriptive and inferential)
  • Customized Online Dashboards
  • Powered by Technology Solutions (Indicated Above)

Key Outputs

  • Customer and Citizen Survey Models, Analysis, and Insights Report
  • Qualitative Research Analysis and Insights Report
  • Digital Dashboards

Key Value

  • Gain a Deep Understanding of Customer and Employee Satisfaction and Loyalty Drivers
  • Establish Organizational, Customer, and Employee Benchmark Metrics
  • Align Organizational, Customer and Employee Experience and Service Strategies with Real-Time Data and Insights