Communication Research

Financial Services, Government
& Retiree Sectors

Research With Older Australians

From our customised research with older Australians you will learn:

  • How to communicate to older Australians – and how not to
  • How older Australian make decisions about work and retirement – if they make them – and why
  • How to understand what different segments of this market think, want and need

Our clients benefit from our astute segment knowledge and our professional research that draws on the full breadth of qualitative, cultural and quantitative research methods.

Research For Difficult and Complex Messaging

The other side of our business is helping our clients develop communications with complex or sensitive message to convey.

This is for all audiences

  • We work with content like redemption letters, landing pages and complaints responses.
  • We show you to re-design your templates to suit the difficult messages you need to convey.
  • We show you how to apologise effectively
  • We help to train your staff

This service draws on Susan Bell’s decades of research conducting research into customer language. It is ideal for complex products – and complex situations like post-merger communications.

Our Research Services

Download our short Information sheet to discover what ‘work voice’ is and how we can test your content to help you communicate more effectively.

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Find out why we say ‘your sixties are not the new forties- they are better!’

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Here is a useful guide on how to brief us for consultancy projects or for any customised marketing communications or stakeholder research.

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In the words of our clients

Unquestionably professional
“I have always found Susan to be unquestionably professional in her approach to the research assignment, sensitive to associated business information and the often confidential research themes that resulted.“
Financial Services Organisation
We take the time to understand
“Susan took the time to really understand what we were trying to achieve, proposed workable solutions that fit our budget, brief and timelines, and was flexible, approachable and responsive throughout our project.“
Government Agency
Collaborative throughout
“Susan thoroughly digests the client brief (and) is very collaborative throughout a project from beginning to end and I believe this is one of the reasons that the end research product delivers more than expected.“
Marketing Consultant
Global FMCG and Healthcare
Insights beyond demographics
“Sue and the team managed research unpacking our investors’ mindset and behaviours. The research outcome was excellent, allowing us to adapt our business strategy and gain insights beyond social demographics.”
INVESTMENT COMPANY
Seamless experience
“We have worked with Susan Bell for the third year in a row now and the experience is always seamless. She takes the time to make sure we formulate questions to really get the insights we need.”
NOT-FOR-PROFIT
Understood our needs
“Susan understood the needs of both us as a client and our market well. Most importantly, she provided comprehensive advice on how to word questions to avoid bias and maximize user response.”
INVESTMENT COMPANY

Because We Want To Make a Better World

Since we opened our doors in 1994 our aim has been to design research that helps our clients identify products, services and experiences that meet their strategic objectives and help create a better world for the people that they serve.

Susan Bell Founder & Lead Consultant

About Susan Bell Research

Susan Bell Research was founded by Susan Bell in 1994 in Sydney.

We work with financial services organisations, government and not for profits, and any organisation that cares about the wellbeing of its users, customers, members or stakeholders.

ABOUT SUSAN BELL RESEARCH

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From our blog – The Bellbird Research Bulletin

Information journeys are a type of customer experience journey
Content testing teaches you whether your message engages your users
Insights from qualitative research with retirees