• Satisfaction Survey
• Market Size Survey
• Brand Awareness Survey
• Feasibility Study
MOCAP’s Market Research Services
For over a decade, MOCAP has worked closely with our clients in delivering practical & insightful results across all industries and areas throughout the Asia Pacific Region. Our research is driven by strategic and innovative thinking. Major areas of services include market feasibility studies, market opportunities assessment, competitive analysis, CSI and SSI survey, consumer insight study brand health check survey with strategic recommendation. The aim of market research and consulting is to explore and analyze the business outlook to secure a spectrum of the market and identify uncover opportunities.
Tele-survey
Prompt implementation of Tele-Survey with a system of Computer Assisted Telephone Interviewing (CATI) and dedicated agents for your project.
Focus Group Discussion / Depth Interview
Professional moderator and interviewer with experiences on various industries. Concise and exclusive information will be delivered within a snap of your finger.
Face-to-Face Interview
Gather consumers’ attitudes and feedback towards specific products and services in various areas for better understanding of the market landscape.
Market Research Methodologies
In this digital age, the important integral part of a successful customer service is Chat and Email correspondence. This is to enhance the customer service channels and satisfy the customer’s expectations from inbound inquiry. It’s not only increase customer satisfaction levels but also improve customer retention.
Qualitative Research Methods
- Desk Research
- Focus Group Discussion (FGD)
- In-Depth Interview (IDI)
- Mystery Shopping
- Ethnography
Quantitative Research Methods
- CATI ( Computer Assisted Telephone Interview)
- Online Survey
- Face-to-Face Interview
- Central Location Test
- Home Use Test
- Street Intercept
Industries Coverage
Automotive
- Market Trend/Situation Analysis
- Competitor Analysis
- New Concepts and Product Design Testing/Car Clinic
- Price Sensitivity Measurement
- Dealership Standard Service
- Marketing Campaign Effectiveness Evaluation
- Customer Satisfaction, Loyalty and Engagement Tracking
- Brand Perception Study
Consumer Product
- Market Trend/Situation Analysis
- Competitor Analysis
- New Concepts and Product Testing
- U&A Study
- Marketing Campaign Effectiveness Evaluation
- Brand Health Check Study
Finance Banking and Insurance
- U&A Study
- Segmentation Analysis
- Retail Service Audit
- Customer Satisfaction, Loyalty and Engagement Tracking
- Brand Image and Position Study
- Competitor Analysis
- Prospects Identification/Lead Generation
Government / State Enterprise
- Corporate Image Study
- Customer Satisfaction, Loyalty and Engagement Tracking
- Touchpoint Analysis
- Brand Perception Study
- Media Post Audit
- Prospects Identification/Lead Generation
Petrochemical
- Corporate Image Study
- Customer Satisfaction, Loyalty and Engagement Tracking
- Brand Revitalization
- Competitor Analysis
Real Estate
- Market Trend/Situation Analysis
- Competitor Analysis
- Location Mapping
- Customer Segmentation Analysis
- Sales Standard Service/Mystery Shopping
- Brand Perception Study
Market Research Case Study
The Client
One of market leaders in automotive industry
The Background
Client wanted to grasp the impression of consumers in 3 countries namely Thailand, Indonesia and Philippines after launching the minor-changed model. Apart from consumers’ impression, determining “must-have requirement” of the package of SUV 3rd row seat were needed. Brand perception on SUV automakers needed to be understood in order to successful launch the product in the market.
Methodology
Face-to-Face Interview to those who were current users of SUV and those were planning to buy SUV within 1 year.
The Outcome
Findings from this study helped the client to learn about important attributes needed for SUV 3rd row seat and understand the similarities and differences among consumers in 3 countries which contributed in car features offering in each country. Brand positioning was plotted to identify for further deployment of marketing strategies.
The Client
One of Asia’s leading glass tableware manufacturers
The Background
Our client is the first crystal glassware brand serving the needs of premium, upper-end customers in different business segments: retail, food service, and hotel. The client has created a big communication campaign across Asia and wished to accelerate brand awareness and create product trails to target customers. After launching the campaign, the client would like to conduct on “Brand Health Check” in order to measure its brand awareness as well as campaign effectiveness.
Methodology
As MOCAP core business is contact center, CATI (Computer Assisted Telephone Interview) has been utilized for this project to reach out to the target respondents in 4 countries: China, Indonesia, Malaysia and Thailand. Brand Health Check questionnaire is constructed.
The Outcome
The preference of glassware for each country being revealed. Brand funnel model has been utilized in order to evaluate brand awareness to brand recommendation among target customers. The measures of campaign effectiveness among participants were assessed among decision makers. The relationship between brand loyalty and future purchase intention were analyzed.
The Client
One of the leading financial institutions in ASEAN
The Background
With more than 100 branches, our client offers an extensively wide range of financial products and services. Tracking of branch performance in terms of service standard and financial products advisory are critical to ensure customer experiences. Management also needs detailed scorecards on all attributes.
Methodology
Retail audit by deploying mystery shoppers who were expertise in retail audit and actual customers of financial institutions across all branches nationwide.
The Outcome
With monthly audit, this project has proven to be impactful and actionable. Our client is enabling to execute action plan and training programs to improve customer journal and enhance their experiences. Results provide important KPI tracking for both branch and regional performance level.
The Client
One of energy service providers
The Background
Even though our client is the only player in energy service provider in Greater Bangkok, for some of its customers, especially industrial users are seeking alternative ways for energy cost saving to minimize their operation cost. Thus, our client would like to study on its existing customers on their expectation, satisfaction, loyalty, confident and engagement as well as on its potential and ex-customers on their expectation, confident and their opinions toward corporate image. In addition, stakeholders’ opinions toward corporate image would be necessity.
Methodology
Multi-approach covering in-depth interview with all stakeholders, more than 2,000 quantitative face-to-face interview are being conducted quarterly using SERVQUAL model, clustered by segments, usage and interaction with our client.
The Outcome
The client has taken quarterly result and has aligned MOCAP strategic recommendation with their existing marketing plan. CSI score is being quarterly monitored and our client is implementing marketing activities prioritized by the segments that have significant low CSI score. All touchpoints are being closely observed for improvement to build trust and gain confidence which then would impact on the image of our client at last.
The Client
The leader of polyolefin industry serving Asian and Global market
The Background
As a leader in the industry, the client has been active with the expansion and systematic upgrading of its manufacturing and administration facilities to keep its company at best-practice levels for polypropylene production, performance and marketing. The client has delivered exceptional value to customers, employees, communities and investors. To maintain the largest market share, the client would like to conduct customer engagement towards its products and services.
Methodology
There are 2 approaches which used to conduct at the convenience of target respondents: tele survey or face-to-face interview. These approaches are selected as pursuance of the opinions of client’ key accounts are critical, but it is difficult in getting permission for in-depth interview. CEM model has been implemented on this project as well.
The Outcome
Customer engagement in different level is being measured. Strategic planning on Customer Relationship Management and Customer Experience Management to enhance customer experiences being delivered to maintain the relationship with key accounts and increase the level of engagement.
The Client
One of renowned property management companies in Thailand
The Background
The client is an immovable property corporation established in Thai market for 10 years. It has distributed to five immovable properties aiming to invent an extraordinarily unique house and focus on every single detail with highest standard of construction and services. The client wished to track its brand image in customers’ points of view as well as to improve their sale service quality to meet the customer needs.
Methodology
To discover the performance of their sales force, mystery shoppers needed to be executed on each touchpoint. Nevertheless, consumers who have planned to buy property within 1 year were asked to join the brand image study.
The Outcome
Service quality was being evaluated and Service Blueprint has been created and proposed to client for sales process improvement. Brand concept has been brushed up to fine-tune between clients’ the top management and the perception of consumers.