Explain is a market research agency that is committed to creating insightful and dynamic partnerships that deliver powerful and intelligent results.
Our team is made up of industry-leading qualitative and quantitative researchers, including our 45 dedicated telephone researchers, all with cross sector experience. Our work is underpinned by quality and compliance.
Since we began in 1993 our number one aim has been to develop partnerships that deliver best in class strategic insights for our clients.
A high percentage of our work is in delivering insight to support business planning. We are experts at navigating and working in complex markets with regulators, such as Ofgem, Ofwat and the FSA. Our experience and understanding of the business planning process is widely recognised in the utility sector and across a range of businesses and organisations including the finance sector.
At Explain we draw on a wide range of agile techniques including our design sprint and UX experience and challenge ourselves to always deliver an innovative and flexible approach to our projects. Be it digital online communities, the development of games to uncover unique insight, or utilising agile solutions in the management and delivery of complex projects, we get under the skin of what people want.
We draw upon decades of experience to interrogate each research brief; our team will get to know you and your business, and design and deliver a bespoke research solution to meet your needs. None of our work is off the shelf - our skill is in scoping research programmes which draw on traditional and innovative approaches to deliver best in class research.
Our team delivers customer satisfaction and tracking research, alongside methodologies such as journey mapping, to help our clients understand their customers and to improve service. We engage with our clients' customers and stakeholders to measure their current experience and co-design service experiences for the future.
With our own in-house CATI Telephone Research Centre, and a team of 45 dedicated Market Research Society (MRS) trained telephone researchers, we tightly manage the quality of the data we collect. Through rigorous training and management, our team deliver a range of projects including customer satisfaction, business to business (B2B) and tracking research. In recognition of our work, we were finalists at the MRS Operations Awards 2017 for best data collection (telephone).
Our skill and experience is in delivering research from stakeholder mapping through to shaping service design, to understand behavior and perceptions to help design interventions that lead to change. We help clients, particularly in the health and utility sector, to cut through the noise and understand the views and needs of patients and the public. As members of The Consultation Institute and through our experience of delivering large scale consultation with patients, the public, seldom heard groups, businesses and stakeholders, we know that robust insight through effective consultation can help avoid judicial review.
Be it long term business planning with ongoing participation or a short term project, we help clients understand their audiences and develop engagement strategies to reach them. We deliver effective methodologies to engage with audiences which can include - seldom heard groups, varied stakeholders, and current and future customers.
Our work enables understanding of public perceptions to support organisations in shaping, positioning and future proofing their brand or business plan. Brand reviews contribute to the development of marketing strategies, and our aim is to provide insight to create and refine our clients' campaigns for maximum effect. We ensure marketing is fit for purpose and will evaluate the impact of your work.
"Explain Market Research carried out essential research for our programme within a tight timescale, meeting all our targets and expectations."
"Northumbrian Water has a long and trusted relationship with Explain. Explain provides a professional service and helps us to maximise the impact of customer insight to help us drive our business forward and deliver great results to our customers. The team at Explain is very easy to work with and regularly go the extra mile to ensure that we have the right information and robust customer insight to help us make business decisions with confidence. We have been very pleased with the service we've received from Explain and would recommend them to anyone."
"Explain were appointed on the basis of their vast experience in customer satisfaction research, and they have very much lived up to expectations."