Osmoz offers a coherent portfolio of marketing and social research services. All solutions are modular, allowing us to configure programmes that match your strategy, budget and timelines.
Marketing research services
Research strategy, consulting & bespoke studies
Not every business question fits neatly into a standard brand or CX study
Osmoz AI provides a flexible research consulting layer that executives and marketing teams can draw on as needed. We act as an on-call research partner, supporting you to:
Scope and design bespoke studies
From feasibility, tracer and longitudinal studies to programme evaluations, market opportunity assessments and due diligence insight packs, we help define hypotheses, select the right methodology, and design robust samples and research tools.
Stress-test and strengthen existing research
We conduct independent reviews of questionnaires, trackers, segmentations and brand models. We also advise on sampling, weighting, panels and fieldwork quality, recommending practical improvements to increase reliability and comparability over time.
Build leadership-ready measurement frameworks
We design KPI architectures, scorecards and dashboards that connect research metrics to commercial and operational outcomes, enabling leadership teams to manage performance with confidence.
Provide a second opinion on external work
We offer objective assessments of third-party studies, reviewing methodologies, analysis, and conclusions so major decisions are based on sound evidence.
Upskill internal teams
Through targeted coaching and working sessions, we help brand, CX and insights teams interpret findings more effectively, ask better questions of their data, and embed evidence into everyday decision-making.
Innovation and product development
We improve innovation by embedding the voice of the customer throughout the funnel.
Call our experts
We draw on methods such as qualitative co‑creation, monadic and paired concept tests and, where appropriate, choice‑based conjoint analysis to model market responses.
“We conduct structured literature reviews and in-depth desktop research to support strategic decision-making.”
Desk research & strategic literature review
This service synthesises the most relevant and credible sources available: industry studies, institutional reports, public data, academic research, competitive analyses, and global trends, to provide a clear, reliable, and immediately usable understanding of your operating environment.
Our approach highlights established facts, areas of uncertainty, emerging opportunities and potential risks, enabling leadership teams to make evidence-based decisions rather than relying on assumptions. Deliverables are designed to integrate seamlessly into your brand, CX, innovation or ESG programmes and can serve as a robust foundation for new studies or requests for proposals (RFPs).
Marketing analytics and decision science
Our analytics team turns complex data into clear direction through:
Our goal is to deliver analytics that are technically sound, explainable at executive level, and directly linked to commercial decisions.
Osmoz impact™ model
Service quality and customer experience are central to growth, revenue and long‑term sustainability. Many organisations assess these elements in isolation, focusing on low‑scoring areas without understanding their real impact on satisfaction or loyalty. This fragmented approach has two major drawbacks:
1.
It overlooks the critical connections between these elements
Treating service quality, CX, satisfaction and loyalty as separate metrics fails to show how they influence one another, resulting in an incomplete and often misleading view of performance.
2.
Not all weaknesses matter equally
Not every low score warrants the same level of attention. A weak rating does not automatically mean it affects satisfaction or loyalty. Some improvements have little impact on customer behaviour, yet organisations frequently invest significant time and resources in addressing them.
Customer experience insight (Osmoz CX & loyalty architecture™)
The end-to-end customer journey across key touchpoints, including digital, contact centre, branch, field and retail.
The relative impact of each touchpoint on satisfaction, ease, trust and loyalty.
The specific service quality and experience levers that drive NPS, retention, cross-sell and advocacy.
We use mixed method designs that combine journey mapping, CX surveys, advanced driver analysis and text analytics. This approach produces a prioritised CX improvement roadmap for each customer segment.
Key features include
A customised service quality measurement instrument aligned with your service model.
Benchmarked indices at branch, regional and channel levels.
Clear red, amber and green diagnostics to identify underperforming processes and service nodes.
Explicit linking of service quality metrics to satisfaction, complaints and churn behaviours.
This framework is particularly well suited to banks, insurers, telecommunications providers, utilities and retail networks seeking to improve service delivery in a structured, evidence-based way.
What Osmoz impact™ delivers
Scientifically robust, commercially focused
Grounded in well-established CX and service quality theory and validated through rigorous analysis, our approach is translated into clear, practical business language that boards and executives can act on.
Integration of the full CX stack
We measure service quality, CX, satisfaction and loyalty in a single, coherent model rather than as disconnected indicators. This provides a comprehensive view of how each element affects the others.
Clear priorities by segment, product and region
Results are presented at the levels that matter to management. Executives can prioritise CX drivers for each segment, product and region.
Configurable to your context
The framework is customised to your industry, business model and operating structure, whether branches, call centres, digital platforms, retail outlets or a hybrid network.
Decision‑ready outputs
Intuitive visuals, impact rankings and “do first / do next” recommendations make it easy for leadership teams to align on priorities and make confident trade‑offs.
Blended qualitative and quantitative insight
Survey data and contextual qualitative insights are combined, ensuring recommendations are statistically sound and grounded in how customers actually experience your organisation.
Proprietary frameworks for CX and service quality.
Our flagship models – the Osmoz CX & Loyalty Architecture™ and the Osmoz Service Performance Diagnostic™ – provide structured and accurate perspectives of the levers that drive experience, satisfaction and retention across segments.
Who Osmoz impact™ is for
This model goes beyond CX scorecards; it is valuable for:
This model goes beyond CX scorecards
Social impact & behaviour change research
We partner with corporates, public‑sector institutions and NGOs to design, measure and optimise programmes that drive meaningful social outcomes and behaviour change.
Social Impact & CSI Evaluation
We design and conduct baseline, midline, and endline studies to assess whether corporate social investment (CSI) and social programmes are achieving their intended outcomes. Our work separates outputs, outcomes and impact, giving boards and funders a clear view of what is working, for whom and at what scale.
Behaviour Change & Campaign Effectiveness Research
We evaluate public education and social marketing campaigns across various domains, including health, safety, the environment, and financial literacy, to understand reach, message recall, attitude shifts, and behaviour change. Findings inform creative optimisation, media strategy and future campaign design.
Needs Assessments & Programme Design Studies
We conduct structured needs assessments to identify priority needs, service gaps and opportunities in target populations. These studies inform the design of new interventions, sharpen funding priorities and de‑risk programme design before significant resources are committed.
Monitoring, Evaluation & Learning (MEL) Advisory
We build or refine monitoring and evaluation frameworks, indicators, and data systems so organisations can track performance over time, learn what works, and report credibly to boards, donors, and regulators. This includes Theory of Change development, indicator design and practical MEL guidance for teams.
ESG & Sustainability Perception Insight
We run focused studies on how employees, customers and communities perceive an organisation’s environmental and social performance. These insights support ESG risk management and reporting, ensuring sustainability narratives are grounded in stakeholder reality—without positioning ESG as the core of our practice.
