The Susan Bell Research process

The infographic above explains our process: from Discovery Call, through our commitment to understanding you, submitting a proposal and responding to your feedback - then  our onboarding process to brief our team, preparation of research materials (again with your feedback), project kick off and analysis and reporting.

We work very closely with our clients to understand their needs

As one client with over 30 years’ experience Senior Executive positions/ Global FMCG and Healthcare put it:

"Susan thoroughly digests the client brief, seeks to comprehensively understand the business and its deliverables, asks the right questions and then formulates the appropriate methodology to meet the research objectives."  

Who we work with

We work with organisations of any size, in any sector. We have conducted: a general public survey about needs and perceptions for a small Association; customer journey research with clients of a medium-sized insurance provider; usability testing for a major bank; and many more.


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We are members of the Research Society so we are bound by the Code of Professional Behaviour. This includes guaranteeing the confidentiality of client information.


How to talk to us about the research you need

The best research starts with a conversation

If you are not sure what you need, or would appreciate our advice, we offer free consultation.  We can also give you a quote to your specifications. To help us quote or advise you, here are some things to think about:

Why do you need research or testing?

  • Tell us why you want to conduct the research. It doesn't need to be more than a sentence or two. Perhaps it is 'to understand the needs and perceptions of our members', or 'to test how clearly we communicate' for example.

  • For example, you may want to measure how many people do or think something. If so, we will need quantitative research of some kind, like a survey. If the objective is to explore the customer journey, you will need some form of qualitative research such as an in-depth interview, an online focus group, face to face focus group or ethnography (observation). If you don't know, don't worry - we will explain the pros and cons of each approach.

Who is your target market?

  • Who are your customers, members, users, or stakeholders etc? Try to be as specific as you can. If you are planning to use a customer or member list, roughly how many people are on the list?

What do you want to test or what do you need to know?

  • What resources do you want to test? How do people interact with these resources, why and when?

  • When do you need this by?

For a quote or a confidential discussion about your research needs