Susan Bell Research is a customer and stakeholder research and user testing agency

We help organisations make the decisions that help them make the changes they want to make.

We are based in Sydney Australia and mostly work for financial services, not for profit, and government agencies.  

Our customer and stakeholder research and user testing focusses on how people think, talk and act

We help you because our research starts by understanding users, customers or stakeholders as people. 

Our philosophy is that all research should start with people. If you want to communicate to users, first understand those users. If you want to re-brand, first understand your customers. If you want to develop a new product, first understand the people you want to buy it. We have experience and expertise to help you do that.

How do we understand users, customers or stakeholders?

The key to understanding people is to figure out what the person wants to do when they interact with your product, service or message. It is all about context. What do they need from you? What do they think about you? 

Why our customer and stakeholder research and user testing are different

Our customer, stakeholder research and user testing is different because it is based on a combination of research expertise and the psychology of language. We are professional researchers, trained in linguistics, psychology, and marketing. Our expertise and our processes exist to give us a genuine understanding of how and why people think, behave, listen, read and talk.  We are highly experienced survey designers and qualitative researchers, and  highly skilled in discourse analysis, semiotics and sensemaking.

Our user testing is based on the psychology of language

Language is a uniquely human gift. Language is central to everything that customer and stakeholder researchers do and central to everything our clients do. For us, the ability of the human race to use language to communicate complex topics to each other in myriad ways is something to celebrate. As researchers who specialise in language, our sensitivity to how people express themselves gives us greater insight than any non-language technique can hope to achieve.

That is why we designed our user testing method based on the science of language and why Sue Bell is a member of the plain language community.

How we work with our customer and stakeholder research and user testing clients

All you need to do is explain your problem to us and we will show you the research approach or approaches that will solve that problem for you within your budget.  We bring decades of experience to this, so we can quickly identify the right method and technique to give you the answers you need.

Confidentiality guaranteed

We are Research Society company partners, and commit to the Research Society Code of Professional Behaviour.

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