Case Studies
Retirement Village: Semiotic Analysis
Susan Bell Research was asked by an agency client to conduct a semiotic analysis for a retirement village brand. To do this we explored the symbols, shapes, colours, language and…
Customer Tracking Surveys: Insurance
Tracking new customer experiences over time. Our client has now commissioned three waves of this research, which we conduct annually. It is an online survey that covers how and why…
Customer Journey Research: Insurance in Super for ASIC
How well do super funds meet members’ insurance needs? The Australian Securities and Investments Commission (Asic) asked Susan Bell Research to conduct qualitative exploratory research to understand the experiences of…
Advocacy: Retirement Insights for the Super Members Council
Super Members Council (it was then called Industry Super Australia) commissioned Susan Bell Research to design an online survey that helped them understand the new ways that pre-retirees and recent…
Detangling Drawdown: for Super Consumers Australia
Susan Bell Research conducted a large scale mixed methods qualitative and quantitative research project for Super Consumers Australia. The research was conducted with people aged between 65 and 83. The…
Customer Journey Research for an Investment Fund
Our client said: “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…
Internal Dispute Resolution Response Testing and Training
Following a review by ASIC, one of our superannuation clients made a commitment to improve their Internal Dispute Resolution (IDR) responses i.e. responses to members who had made a complaint….
Testing a Significant Event Notice for a Super Fund
Members of our superannuation fund client needed to make choices about changing their investment options by a specific date. This had to be communicated via a Significant Event Notice (SEN)….
Training for an internal client team (toys)
Co-creation focus groups: Our client maunfactures toys. To get design ideas and feedback on what toys to create, our client liked to conduct co-creation interviews and focus groups with children…
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