Business-to-consumer (B2C) research

Connected insight creating clarity of customer understanding

PwC Research can help you engage with your current and potential consumers to understand their needs and priorities. Our research can uncover barriers to change, explore how to create a better experience, how to drive loyalty, or deliver enhanced customer outcomes, all of which help businesses gain a competitive edge.

PwC Research has a wealth of experience working on consumer research globally to provide evidence and insight to drive strategic change, support decision making, mitigate risk, and enhance performance.

While we offer bespoke research programmes tailored to meet your needs, we also have a number of research models tailored to tackle more common issues within consumer research. Our customer engagement framework helps businesses to enhance the strength of customer relationships to drive revenue growth, while our omnibus survey allows you to tap into consumer issues on a weekly basis.

Our bespoke B2C research offering

We use a variety of traditional and digital methods in B2C research. For quantitative B2C, this includes multi-lingual in-house online and telephone survey capabilities, as well as our weekly consumer omnibus survey. In addition to traditional consumer surveys and focus groups, many of our techniques aim to capture real behaviour and ‘in the moment’ responses and therefore also include WhatsApp groups and mobile ethnography. We also use re-contact communities and heat maps to deliver new and cutting-edge insight. These techniques can be used in isolation or as part of a programme of research to help fulfil research objectives requiring:

  • Segmentation
  • Customer experience
  • Customer journey mapping
  • Product and proposition testing
  • Communications development
  • Market assessment
  • Brand health
  • Satisfaction and loyalty tracking
  • Point of view

Our approaches can also be used across the full consumer research lifecycle:

We also run our own weekly consumer omnibus survey, QuantiBus, providing rapid results and robust data using a competitive and agile approach.

Case studies

PwC Research working with the FCA to understand the Experiences of Consumers using High-Cost Credit

PwC Research created a programme of consumer research focusing on home collected credit, rent-to-own, and catalogue credit (including store cards). The FCA identified these three products as needing greater focus due to their potential to cause consumer harm especially through ongoing (i.e. longer term) use. To build on the FCA’s existing evidence base and get a deeper understanding of consumer use and experience, we conducted discussion groups and in-home, one-to-one interviews across the UK with consumers of high-cost credit products.

Find out more in our blog

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Supporting Consumers in Vulnerable Situations

PwC Research held the inaugural Breakfast Briefing meeting earlier this year which brought together over 50 clients to discuss and debate consumer vulnerability. This approach demonstrates PwC Research’s connected insight in action as we shared findings from qualitative depth interviews, stakeholder interviews and our recently launched QuantiBus survey.

Download Consumer vulnerability infographic (2018)

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PwC Global Consumer Insights Survey

Since 2010, PwC Research has annually surveyed thousands of consumers around the globe to track shopping behaviour. In this year’s survey, we reached out to more than 22,000 consumers in 27 territories across the globe.

Explore the findings of our annual consumer behaviour survey

Watch the survey summary video

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Contact us

Honor Mallon

Honor Mallon

Partner, Research Lead

Tel: +44 (0)7841 954129

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