Customer research: guides from On-Off Group

Articles › Customer research

Customer research is talking to and watching the people who use your product, then writing down what you found. Teams need it before they commit budget to a fix nobody asked for. These pages cover interviews, recruitment, video evidence your boss will believe, and keeping research running every month instead of once a year.

How to do it

• How to interview a customer without leading them
  Interviews keep confirming what the team already thinks.

For your kind of team

• Customer research for bank onboarding and account opening teams
  Onboarding drop-off is the thing she is measured on.

Choosing between options

• One-off customer research or monthly insight: which suits you
  Choosing between a project and an ongoing habit.

Alternatives to what you do today

• Instead of a customer satisfaction survey, record five people using it
  Survey scores look fine, complaints keep coming.

On-Off Group trains teams, tests products with real customers, finds where a transformation has stalled and builds what gets it moving, for banks, insurers and enterprises in the Philippines, since 2015. How we help with customer research.